Incident and Reporting Manager

Overview
This role will focus on improving incident management workflows, identifying operational trends, developing meaningful reporting, and enhancing service delivery across a complex technology environment.

The ideal candidate will have strong experience with ITSM processes, reporting, KPI development, and stakeholder collaboration. This individual will play a key role in analyzing service performance, improving operational workflows, and helping technical teams deliver a consistent, high-quality user experience.
This position requires someone who can operate effectively in a fast-paced environment, communicate across technical and business teams, and provide leadership during critical service disruptions.

Required Qualifications

• 5+ years of experience in IT Service Management, incident management, reporting, or operational improvement.
• Experience working with ITSM platforms and service management processes.
• Strong understanding of incident, request, problem, and change management practices.
• Experience creating and managing KPIs, SLAs, dashboards, and operational reporting.
• Strong analytical skills with the ability to identify trends and recommend solutions.
• Excellent communication and facilitation skills.
• Ability to work with technical teams, leadership, and business stakeholders.
• Strong organizational skills with the ability to manage competing priorities.

• ITIL certification preferred.
• Experience with ServiceNow or similar ITSM platforms.
• Experience supporting enterprise technology environments.
• Experience coordinating major incidents or critical operational events.
• Experience in complex, multi-team organizations preferred.