IT Service Management Professional

Recruiter: Mounika Nagabhiru

Hiring Manager: Amit Ghosh

Career Grade: E

About the role

We are seeking an experienced IT Service Management and Data Insights professional skilled in leveraging ServiceNow’s reporting and analytics capabilities. The role focuses on managing and improving end-to-end IT support reporting for Incident, Request, Problem, Change, Knowledge, and Service Level Management, ensuring an excellent colleague experience and operational efficiency. This includes governance of IT support services, driving service improvements, monitoring KPI/SLA performance, analysing trends, tying cross-functional teams, and helping digital workplace technologies such as devices, collaboration tools, identity & access, and workplace services. We are seeking an experienced IT Service Management and Data Insights professional skilled in leveraging ServiceNow’s reporting and analytics capabilities. The role acts as a key link between end users, support teams, and service providers to deliver reliable, customer-centric, and continually improving IT services.

What you’ll be doing

• Own the end-to-end reporting, analytics, and governance framework for IT Support within the Digital Workplace function, ensuring accurate, consistent, and high-quality service performance insights.
• Develop, enhance, and maintain ServiceNow dashboards and reports covering IT service performance, operational trends, colleague experience, customer sentiment, and other key ITSM use cases.
• Use ServiceNow out-of-the-box reporting, Performance Analytics, and Power BI to deliver workable insights that help data-driven decision-making across IT Support and Service Management.
• Translate business requirements and leadership priorities into meaningful KPIs, metrics, dashboards, and executive-level reporting packs aligned to judicious goals.
• Proactively identify opportunities to reduce incident volumes through trend analysis, automation, self-service adoption, knowledge management, and permanent corrective actions.
• Drive experience-led service improvements by correlating operational metrics, customer feedback, NPS results, and colleague sentiment with service performance data.
• Monitor and analyse escalations, ageing tickets, SLA breaches, and repeat contacts to identify systemic issues and drive sustainable service improvements.
• Prepare periodic executive summaries and presentations highlighting service health, performance trends, improvement progress, customer sentiment, risks, and key focus areas.
• Perform deep-dive analysis to identify recurring issues, service gaps, process inefficiencies, colleague pain points, and key drivers of dissatisfaction across the IT service estate.
• Categorise issues by service, issue type, root cause, ownership, and impact area to enable focused remediation, accountability, and measurable service improvement.
• Review performance metrics with Service Owners, Process Managers, operational teams, and leadership to drive service improvements, experience enhancements, and risk mitigation actions.
• Support Continuous Service Improvement initiatives by providing data-led insights, trend analysis, root cause findings, and recommendations for operational improvement.
• Ensure strong data quality, governance, consistency, and accuracy across all reporting, visualisation, and metric management activities.
• Collaborate with cross-functional stakeholders to improve reporting maturity, strengthen ITSM governance, and ensure service performance insights are clear, reliable, and business-relevant.
• Provide methodical support for governance forums, service reviews, RCA discussions, escalation reviews, and improvement planning across the Digital Workplace colleague support model.

Essential Skills / Experience

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
• 10+ years of experience in IT Service Management within a large-scale enterprise environment, with strong exposure to Digital Workplace and End-to-End IT Support operations.
• Demonstrate expertise in implementing, governing, and continuously improving IT service management
• Strong understanding of ITIL best practices, particularly Incident, Request, Problem, Change, Knowledge, and Service Level Management.
• Hands-on experience with ServiceNow & similar ITSM platforms for service delivery, reporting, process management, and governance.
• Strong Handson experience in Data Visualization platform like Power Bi, Qlik etc
• Ability to build the Data model independently
• Strong governance mindset with experience in service reviews, KPI/SLA management, risk mitigation, and service improvement planning.
• Excellent methodical and problem-solving capabilities, with a demonstrate track record of identifying root causes, driving corrective actions, and delivering continual service improvements.
• Strong reporting and data analysis skills, with the ability to derive workable insights from service performance metrics, trends, and customer feedback.
• experience in stakeholder, vendor, and escalation management
• Excellent verbal and written communication skills, with the ability to present complex information clearly to technical and non-technical audiences.
• Illustrated collaboration, learning agility, growth mindset, and a passion for driving operational excellence.
• Experience working across Digital Workplace functions, including endpoint services, collaboration platforms, identity & access management, workplace support services, and colleague experience initiatives.
• Relevant industry certifications such as ITIL v4 Managing Professional, ServiceNow are highly desirable.

Our Package

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.