Reporting and Analysis Manager - ICT Services & Products

Job Purpose:

As a Reporting and Analysis Manager within our organization focusing on ICT Services & Products, your role is pivotal in driving data-driven decision-making and optimizing performance. You will lead our efforts in capturing, analyzing, and visualizing key performance indicators (KPIs) to provide valuable insights to stakeholders at all levels. Your expertise in data analysis and reporting will enable us to enhance service delivery, drive efficiency, and exceed customer expectations consistently.

Key Responsibilities:

• Design and implement reporting frameworks capturing key performance indicators (KPIs) and metrics for ICT services and products, in collaboration with the Service Excellence Manager.
• Oversee data collection, consolidation, and analysis related to ICT projects, services, and products, ensuring alignment with service excellence goals and objectives.
• Lead the development of reports and dashboards visualizing KPIs and performance metrics, integrating insights from service excellence initiatives.
• Monitor and track performance against established KPIs and targets, collaborating with the Service Excellence Manager to identify synergies and areas for improvement.
• Drive initiatives for optimization and efficiency enhancement based on data insights, coordinating efforts with the Service Excellence Manager to ensure alignment with service quality objectives.
• Communicate findings and insights effectively to stakeholders at all levels of the organization, working closely with the Service Excellence Manager to provide comprehensive insights and recommendations.
• Ensure the accuracy, integrity, and reliability of data used for reporting and analysis, in collaboration with the Service Excellence Manager to maintain data quality standards.
• Provide training and guidance to team members on reporting tools and data analysis techniques, to enhance team capabilities.
• Ensure compliance with industry standards, regulations, and data governance policies, collaborating with the Service Excellence Manager to integrate compliance requirements into reporting and analysis processes.
• Manage relationships with external vendors or partners involved in reporting and analysis activities, to ensure vendor activities align with departmental goals and objectives.

Qualifications:

• Bachelor's degree in a relevant field such as Business Administration, Information Technology, Engineering, Statistics, or a related discipline. A Master's degree is preferred.
• 6+ years of experience in a similar role within the ICT industry, focusing on reporting, analysis, or data management.
• Advanced proficiency in data analysis tools and techniques, such as Microsoft Excel, SQL, Tableau, Power BI, or similar software.
• Strong understanding of ICT services and products, including telecommunications, network infrastructure, software solutions, etc.
• Demonstrated experience in developing reporting frameworks, generating reports, and visualizing data using dashboards and other reporting tools.
• In-depth knowledge of key performance indicators (KPIs) and metrics relevant to ICT services and products, with the ability to translate business requirements into meaningful metrics.
• Exceptional analytical and problem-solving skills, with a track record of analyzing complex data sets and deriving actionable insights.
• Excellent communication and interpersonal skills, with the ability to effectively communicate findings and insights to stakeholders at all levels of the organization.
• Proven project management skills, with the ability to prioritize tasks, manage timelines, and coordinate cross-functional teams effectively.
• Comprehensive understanding of industry standards, regulations, and data governance principles relevant to reporting and analysis within the ICT domain.
• Certification in data analysis, business intelligence, or related fields (e.g., Certified Analytics Professional, Microsoft Certified: Data Analyst Associate) is a plus.

Join us in revolutionizing the way we leverage data to drive performance and deliver excellence in ICT services and products.