Manager, Reporting & IT Operations

About the position

Manager, Reporting & IT Operations (PowerBI Focus)

We are seeking a dynamic and experienced Manager, Reporting & IT Operations to lead the development and enhancement of reporting solutions, focusing on IT operational metrics, IT Service Management (ITSM) KPIs, and performance reporting. This role requires a strong background in PowerBI reporting, data integration, and IT operations, with a special focus on leading broader initiatives to enhance dashboards, improve adoption, and resolve backend data sourcing issues.

As the Manager, you will be responsible for managing the full lifecycle of reporting projects and leading cross-functional teams to drive improvements in data quality, dashboard functionality, and end-user adoption. You will work closely with stakeholders across IT and business teams to ensure reporting solutions provide actionable insights and align with organizational goals.

Key Responsibilities:

• Lead Reporting Projects: Oversee the design, development, and delivery of reporting solutions that meet business needs and IT operational requirements. Ensure timely and high-quality delivery of reports and dashboards.
• PowerBI Reporting Solutions: Spearhead the creation of dynamic PowerBI dashboards and reports, ensuring they provide real-time visibility into IT operational metrics and KPIs.
• IT Operational Reporting: Develop and manage operational reports focusing on system uptime, incident management, change management, and service desk performance.
• ITSM KPI Development: Define, track, and report on ITSM KPIs such as incident resolution time, first-call resolution rate, and customer satisfaction to support continuous improvement in IT service delivery.
• Enhance Dashboards: Lead a strategic project to enhance existing PowerBI dashboards, improving functionality, usability, and data visualization. Ensure dashboards meet evolving business needs and reflect up-to-date operational performance.
• Drive Adoption: Champion the adoption of reporting tools (primarily PowerBI) across the organization. Work with business and IT teams to promote the use of dashboards, provide training, and ensure users are maximizing the value of the reporting solutions.
• Fix Backend Data Sourcing: Take ownership of resolving backend data sourcing issues, ensuring that data feeds into reporting systems are accurate, consistent, and reliable. Lead efforts to integrate data from disparate IT systems and improve the quality of data used for reporting.
• Stakeholder Engagement: Collaborate with IT leaders, business stakeholders, and cross-functional teams to gather requirements, refine KPIs, and ensure that reporting solutions align with organizational objectives.
• Team Leadership: Lead, mentor, and develop a team of analysts, providing guidance on reporting best practices and ensuring high-quality work.
• Continuous Improvement: Recommend and implement process improvements for reporting, data governance, and dashboard enhancements, ensuring alignment with industry best practices.

Required Skills and Qualifications:

• Experience: At least 10 years of experience in IT operations, business intelligence, or data analytics, with a proven track record of leading reporting projects at a manager level.
• PowerBI Expertise: Advanced proficiency in PowerBI, including dashboard design, report development, and data integration.
• ITSM Knowledge: Strong understanding of ITSM frameworks (e.g., ITIL), and experience developing and reporting on ITSM KPIs.
• Backend Data Sourcing: Experience troubleshooting and resolving backend data sourcing issues. Familiarity with data integration techniques and tools (e.g., SQL, ETL processes).
• Project Management: Ability to lead and manage cross-functional projects, with a focus on dashboard enhancements, data sourcing improvements, and driving user adoption.
• Leadership & Team Management: Demonstrated ability to lead, mentor, and motivate a team of analysts, ensuring the delivery of high-quality work.
• Communication Skills: Excellent verbal and written communication skills, with the ability to present complex data insights to both technical and non-technical stakeholders.

Preferred Qualifications:

• Certifications: ITIL Foundation or other ITSM-related certifications.
• Advanced Analytics: Experience with predictive analytics or machine learning models to enhance reporting capabilities.
• Tools Familiarity: Experience with ITSM tools such as ServiceNow, Remedy, or similar platforms, and their integration with reporting solutions.
• Advanced Data Skills: Strong knowledge of advanced SQL, DAX, or other query languages for data extraction and reporting.

Location:

• Johannesburg, Gauteng

Workplace Type:

• Hybrid

Job Type:

• Contract

Experience Type:

• Senior

If you're a proactive, detail-oriented professional with a passion for delivering high-quality application support in a fast-paced environment, we encourage you to apply. - Kivara Rajgopal on [Email Address Removed] or via [Phone Number Removed];

Desired Skills:

• Manager
• Reporting
• IT Operations
• PowerBI
• ITSM
• ETL Processes
• SQL

Desired Qualification Level:

• Degree