Service Reporting and Continual Service Lead

Service Reporting and Continual Service Lead

About Us: Infosys is a global leader in next-generation digital services and consulting. Over 320,000 of our people work to amplify human potential and create the next opportunity for people, businesses and communities. We enable clients in 59 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer clients, as they navigate their digital transformation powered by cloud and AI. We enable them with an AI first core, empower the business with agile digital at scale and drive continuous improvement with always on learning through the transfer of digital skills, expertise, and ideas from our innovation ecosystem. We are deeply committed to being a well governed, environmentally sustainable organization where diverse talent thrives in an inclusive workplace.

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Recognized as the Top Employer in Australia for the second year in a row, Infosys offers a workplace where careers grow with purpose. As an AI first organization, we empower our people to work on next generation technologies, continuously learn, and create impact at scale-supported by a culture rooted in care, inclusion, and excellence.

Role Description: The Service Reporting and Continual Service Lead is responsible for producing, governing, and improving service performance reporting while driving continual service improvement across IT services, suppliers, and operational teams. The role ensures that service reports, dashboards, KPIs, improvement registers, and governance insights are accurate, timely, actionable, and aligned to business and SIAM operating model requirements. Working closely with Service Level Management, Service Owners, Supplier Management, Process Owners, and delivery teams, the role converts data into insights and improvement actions that enhance service quality, operational maturity, and customer experience.

Location: Sydney

Salary: AUD 108,571- 119,893 Annual Gross

Please Note: - The above salary range is only indicative and maybe subject to suitable enhancements, based on internal company processes

Flexible working arrangements (hybrid, reviewed case by case basis). Feel free to connect with your recruiter to learn more about how this works in practice.

Roles and Responsibilities:

• Manage the recurring service reporting cycle, including report planning, data collection, validation, commentary, publication, and governance pack preparation.
• Develop and maintain service performance dashboards, monthly service reports, executive summaries, trend packs, KPI scorecards, and operational review materials.
• Validate reporting inputs from ServiceNow, monitoring tools, suppliers, service towers, and internal teams to ensure completeness, accuracy, consistency, and auditability.
• Analyze service performance trends across incidents, requests, changes, problems, availability, SLA performance, customer experience, backlog, and supplier performance.
• Translate operational data into clear insights, risks, recommendations, and improvement opportunities for service reviews, governance forums, and management discussions.
• Maintain the continual improvement register, including improvement opportunities, owners, benefits, priorities, target dates, status, dependencies, and realized outcomes.
• Coordinate with process owners and service owners to identify systemic improvement themes, recurring service issues, process gaps, automation opportunities, and reporting enhancements.
• Support monthly service reviews, supplier governance forums, operational performance meetings, and continual improvement review sessions with prepared insights and action tracking.
• Track agreed improvement actions from service reviews, PIRs, audits, customer feedback, process assessments, and supplier performance reviews through to closure.
• Work with Service Level Management to align reports with SLAs, OLAs, XLAs, KPIs, service commitments, calculation rules, and governance expectations.
• Partner with Supplier Management and service delivery teams to challenge inconsistent reporting, missing commentary, weak action plans, and recurring performance issues.
• Improve reporting templates, automation, dashboard usability, data quality controls, and reporting governance practices to reduce manual effort and increase insight quality.
• Support continual improvement maturity by promoting structured problem statements, measurable benefits, baseline metrics, action ownership, and benefits tracking.
• Prepare concise management updates highlighting key service risks, improvement progress, performance exceptions, achievements, and decisions required.
• Ensure reporting and improvement practices remain aligned with ITIL, SIAM principles, client governance requirements, and agreed service management standards.

Key Skills and Attributes

• Good understanding of IT Service Management, SIAM operating models, service reporting, performance governance, and continual improvement practices.
• Strong analytical ability with the skill to interpret service data, identify trends, explain performance movements, and convert findings into actionable insights.
• Hands on experience producing dashboards, scorecards, governance packs, management reports, improvement trackers, and executive level service summaries.
• Good working knowledge of ServiceNow ITSM or equivalent ITSM platforms, including incident, request, change, problem, SLA, reporting and dashboard data.
• Strong exposure to configure, customize and deploy Excel, PowerPoint, Power BI, ServiceNow Performance Analytics, or similar reporting and visualization tools to meet specific reporting requirements.
• Strong communication skills with the ability to write concise service commentary, improvement updates, risks, recommendations, and stakeholder summaries.
• Ability to coordinate across suppliers, process owners, service owners, reporting teams, and operational delivery teams in a multi stakeholder environment.
• Strong attention to detail, data quality mindset, and ability to challenge inconsistencies in source data, supplier inputs, and performance narratives.
• Organized and disciplined in managing reporting calendars, governance deadlines, improvement registers, action logs, and recurring stakeholder commitments.
• Continuous improvement mindset with the ability to identify practical opportunities for automation, process optimization, service quality improvement, and reporting maturity.

Essential:

• Minimum 5 to 8 years of experience in IT Service Management, service reporting, continual improvement, SIAM governance, service operations, or related roles.
• Experience working in enterprise IT, managed services, shared services, SIAM, or multi supplier service delivery environments is preferred.
• Good understanding of ITIL 4 practices, especially Continual Improvement, Service Level Management, Incident Management, Problem Management, Change Enablement, Measurement and Reporting, and Service Catalogue Management.
• Hands on experience with ServiceNow ITSM or equivalent tools, including data extraction, reporting, dashboards, SLA data, and service performance analysis.
• Experience preparing monthly service reports, operational dashboards, supplier performance packs, governance materials, and continual improvement trackers.
• Ability to work with service metrics, trend analysis, root cause themes, action plans, improvement benefits, and management level reporting narratives.
• ITIL 4 Foundation certification is preferred. SIAM, ServiceNow, Power BI, Lean, Six Sigma, or continual improvement certifications would be advantageous.

ADDITIONAL

• Excellent customer facing skills
• Excellent written and verbal communication skills
• Strong attention to detail and outstanding analytical and problem solving skills.

In addition to compensation aligned with your role, you'll have access to a wide range of benefits that support your health, career growth, and overall well being (AU)

• Income Protection Insurance
• Paid Parental and Volunteer leaves
• Employee Assistance Program (EAP)
• Flexible working arrangements (hybrid, reviewed case by case basis)
• Health Insurance Discount and Well being Program
• Access to Fitness and Gym Memberships
• Salary packaging and novated leasing

recruitment and selection process Our recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step.

Hear from our recruiter on their experience working with Infosys as an Employer

At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email or call 1-. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.

Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third party vendors . click apply for full job details