Position Overview
We are seeking a highly skilled Service Management & Operational Performance Managerwith critical operations experience to support Operational Analytics, Reporting, and Service Management Performance across North America Critical Facility Operations. This role is accountable for implementing and maintaining operational reporting and service-management analytics within established frameworks, enabling leaders to make informed decisions that improve operational performance, compliance, and business outcomes.
This role will provide advanced support for operational metrics, reporting solutions, and ServiceNow-based workflow analytics. This role executes and maintains operational reporting products within the Business Operations Organization supporting Field Service, Change Management, Incident Management, Problem Management, Availability reporting, workforce performance insights, and process compliance across the North American portfolio.
Working across Site Operations, Business Operations, Reliability Engineering, Service Management, and senior leadership teams, this position will lead complex cross-functional projects and initiatives that improve data quality, reporting effectiveness, process adoption, and operational performance. The successful candidate will implement established standards, recommend reporting enhancements, deliver actionable insights, and resolve complex business and technical challenges impacting regional operations.
The ideal candidate possesses strong business acumen, critical operations experience, advanced analytical capability, and expertise in translating operational requirements into effective reporting and process-improvement solutions. Experience working with ServiceNow, enterprise analytics platforms, and operational performance initiatives is highly desirable.
This role will be based in: Denver, CO, Ashburn, VA and New Albany, Ohio and is in alignment with our flexible work policy. (3 days on site required, 2 days flexible).
Essential Job Functions
Education and Operational Experience
- Bachelor's degree in Data Analytics, Computer Science, Information Technology, Business Information Systems, Engineering, or a related field.
- 5+ years of experience in data center operations, critical operations, service management, or similar operational environments.
- 5+ years of experience in business intelligence, analytics, reporting, business analysis, or related disciplines.
- Demonstrated experience leading large-scale reporting, analytics, or operational improvement initiatives with measurable business outcomes.
Service Management and Reporting
- Advanced understanding of ITIL practices including Incident, Change, Problem, Event, and Service Management processes.
- Strong experience supporting KPI development, operational performance reporting, data analysis, and business process improvement.
- Experience implementing and maintaining reporting practices, data dictionaries, documentation, and analytical project plans within established frameworks.
- Experience with ServiceNow or equivalent SaaS workflow platforms strongly preferred.
Analytics, Data, and Technology
- Strong proficiency with Power BI, Tableau, or comparable enterprise analytics platforms.
- Advanced experience with data modeling, data validation, data quality practices, and applying established metric definitions.
- Ability to author code and automate reporting solutions; experience with Python, SQL, DAX, or related technologies preferred.
- Strong proficiency with AI-enabled productivity tools and demonstrated capability leveraging AI solutions to improve business effectiveness and analytical outcomes.
- Exceptional quantitative and analytical skills with the ability to evaluate complex operational issues and develop practical, data-driven recommendations.
Collaboration and Communication
- Proven ability to collaborate effectively across multiple stakeholder groups and levels of leadership.
- Strong communication and presentation skills with experience presenting insights and recommendations to senior leaders.
Project Management and Independent Execution
- Strong organizational and project management skills with the ability to manage competing priorities within established Business Operations objectives.
- Demonstrated ability to work independently, lead complex projects, and execute deliverables with limited oversight.
Job Requirements
Operational Analytics and Reporting
- Support North America operational analytics and reporting objectives by implementing and maintaining reporting solutions, processes, and project plans that support Critical Facility Operations, Service Management, and Business Operations performance objectives.
- Provide advanced operational analytics and service management reporting support by applying established KPI frameworks, metric definitions, reporting methodologies, and performance measures across the portfolio.
- Lead complex projects to develop, enhance, and maintain reporting products, dashboards, and analytical solutions, ensuring stakeholders have actionable insights into operational performance, compliance, availability, and process effectiveness.
Data Quality and Analysis
- Implement and maintain established reporting standards, data quality practices, and metric definitions to support the consistency, integrity, and accuracy of operational data across sites and business functions.
- Execute the collection, validation, and analysis of operational, availability, and service management data, identifying trends, risks, opportunities, and areas for corrective action or continuous improvement.
Process Improvement and Decision Support
- Support improvements in operational performance and process compliance through data-driven recommendations, project execution, process improvements, and reliable reporting.
- Provide business analysis and decision support to business leaders by translating operational challenges into actionable insights and recommendations that support efficiency, compliance, and business outcomes.
- Evaluate reporting enhancement and process improvement requests, provide recommendations based on business value and operational impact, and execute approved priorities.
- Support the continuous improvement of systems, processes, and reporting capabilities in alignment with established Business Operations objectives and applicable best practices.
Project and Stakeholder Collaboration
- Lead cross-functional projects and collaborate with Site Operations, Business Operations, and other functional teams to execute defined operational objectives and reporting requirements.
- Collaborate with senior leaders and key stakeholders to gather requirements, review performance, communicate progress, recommend solutions, and support the resolution of complex operational issues.
- Collaborate with analysts and contributors by providing project guidance and quality review of analytical work products.
Service Management
- Implement and maintain reporting and analytics practices for ServiceNow-based workflows, including Incident, Change, Problem, Field Service, and related operational processes.
Technology and Best Practices
- Stay informed of industry trends, emerging technologies, AI capabilities, and best practices, and recommend opportunities to improve reporting effectiveness, processes, and operational performance.
Travel
Travel is expected to be less than 5%, occasionally for stakeholder engagement, training, operational reviews, and program support activities.
Physical Demands and Special Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle, or feel objects; reach with hands and arms; climb stairs; balance; stoop or kneel; talk and hear. The employee must occasionally lift and/or move up to 25 pounds.
Additional Details
- Salary Range: $150,000 - $160,000 Base + Bonus (this range is based on Colorado market data and may vary in other locations)
- This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, employee assistance, participation in a 401k program that includes company match, and many other additional voluntary benefits.
- Compensation for the role will depend on a number of factors, including your qualifications, skills, competencies, and experience and may fall outside of the range shown.
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