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Service Measurement & Reporting Manager


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We know that sometimes people can be put off applying for a job if they think they can't tick every box, but if you are excited about this opportunity and think you can do most of what we are looking for, then go ahead and apply. You could be exactly what we need!

Ways of Working

At Bank of Ireland we are changing.  We are committed to enabling our colleagues to thrive and offer agile ways of working to maximise choice and flexibility in how we work and live. Varying degrees of optionality apply depending on the role.  For more detailed information on this role, please contact us, or let us know your preferred working arrangements when you apply.

Inclusion & Diversity

At the heart of our purpose is our commitment to Inclusion & Diversity: To foster an inclusive working environment where all colleagues are enabled to reach their full potential. We are working to develop a more inclusive and diverse environment, supported by the development of our Employee Support Networks.

Service Measurement & Reporting Manager

Dublin, Republic of Ireland | Permanent | Full time

Service Measurement & Reporting Manager

  • Dublin, Republic of Ireland
  • Full time
  • Closing date: Sep 21 2021 at 01:00 IST

Description of business unit:

The SMO Ops team compromises of; Service Measurement & Reporting, Change & Release Management, ServiceNow Management, Quality Management, CMDB & Knowledge Management and Software Management.

The Service Measurement & Reporting Manager will initially work within the busy Service Measurement and Reporting team as well as within the wider Service Management Office Operations (SMO Ops) team.

Purpose of the Role:

As a Service Measurement and Reporting Manager, the successful candidate will contribute to the robust and effective Service Measurement & Reporting framework which is in place for all the TS functions.

The role of the Service Measurement and Reporting team revolves around partnering with various GTCS stakeholders and Service Providers to ensure the service measurement and reporting requirements of TS team are met. We are also responsible for acting as the central point for Technology Services reporting and SLA management.

Key Accountabilities:

  • Lead and Continuously Improve both the Service Measurement and Service Reporting Processes
  • Own, lead and review the underpinning Service Measurement & Reporting Framework
  • Implement, Maintain, Review and Enhance a Library of Service Reports
  • Review the Service Measurement & Reporting processes and reports on a regular basis
  • Build relationships with and support other GTCS partners (e.g. Incident Management, Problem Management, Request Fulfillment, Change Management, Availability Management and Capacity Management)
  • Support the development and implementation of industry best practice metrics and measurements to assess the holistic performance of outsource service providers
  • Maximize available Service Management and reporting tools such as ServiceNow and Power BI and promote/support their use throughout the team
  • Work within and support the broader SMO Ops team as required

What is the opportunity?

As a Service Measurement and Reporting Manager, you will have the opportunity to be a part of a lively team that is central to all critical processes underlining the Technology Services department. The successful candidate will gain valuable experience from multiple Technology Services areas whilst also rapidly growing their contact network department wide as we support and interact with all teams & processes within the Technology Services department.

The successful candidate will also have the opportunity to uplift the current framework whilst also mentoring and training their colleagues in the areas of Service Management reporting tools and toolsets such as Power BI, Advanced Excel and ServiceNow.

Working at Bank of Ireland doesn't have to mean working in an office to have an impact. Our commitment to enabling colleagues to thrive means that depending on role type you can have choice and flexibility in where you work and live, subject to your role, customer needs and our requirements. We have a hybrid working model, with home, agile hub and office based options available. We will always list a primary location which can be where you go for in person collaboration, and a location where you can best perform your role.

Please note you must live in the jurisdiction for the business to which you are contracted.

This job can be done anywhere in Republic of Ireland with the primary office location as Dublin to which travel will be required for in person collaboration. Exact frequency to be agreed with manager.

Essential Qualifications:

  • Strong Microsoft Office skills in particular Excel and PowerPoint
  • ITIL certification

Essential Skills & Experience:

  • ServiceNow
  • Experience in designing, understanding and operating ITIL Service Management processes and exhibit an understanding on how to uplift/amend same to suit business objectives
  • Confident in dealing with and presenting to all levels within an organization including SMT and Exec levels
  • Experience of monitoring and measuring services provided by outsource partners
  • Experience in using service measurement and reporting tools and techniques particularly Excel (Advanced), Power BI (Advanced) and ServiceNow or similar (Advanced) reporting suites.
  • Positive approach and experience in continuously reviewing and improving processes and ways of working
  • Experience in Risk Management and risk mitigation
  • Ability to operate well under pressure and in a decisive and inclusive manner
  • Experience of working in a complex multi partner IT environment and at ease with troubleshooting difficult situations and prioritising resolution actions
  • Demonstrate understanding of business objectives within ITIL processes and need to work within same to achieve those objectives
  • Seek out recurring themes and isolate those areas to be addressed for permanent resolution
  • Ability to define and implement robust processes in support of operational effectiveness
  • Understanding of the processes, technology, and software relevant to the overall BOI Enterprise Architecture
  • Ability to identify operational opportunities for improvement
  • Ability to operate within a team environment, multi-tasking and prioritizing work
  • Mentor and coach other team members around reporting tools, Service Management Tooling and Processes
  • Be open and flexible towards working on tasks throughout the SMO Ops area

Key Competencies

  • Champion Transformation - People Manager
  • Amplify Capability - People Manager
  • Manage Risk - People Manager
  • Customer Focused - People Manager
  • Accountable - People Manager

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.

Apply now

Our application form takes just minutes to complete. If you have any questions about our application, you can contact our recruitment team directly.


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