About the role

The Data Science & Performance Analytics Lead is accountable for transforming IT service data into actionable insights, predictive intelligence, and performance visibility to drive better decision-making across the IT service landscape.

This role establishes a data-driven performance management capability, enabling:

• Clear visibility of service performance and experience
• Proactive identification of risks, trends, and inefficiencies
• Continuous improvement through analytics and data science techniques

Operating across a multi-vendor environment, the role ensures consistent, trusted, and meaningful use of data to improve service stability, user experience, and operational efficiency.

The position shifts the organization from reactive reporting to predictive, insight-led service management.

Job Responsibilities

Analytics & Dashboards

• Own Framework: Set up and manage KPIs, SL...