Manager, KPI & Metrics - Global Service Desk

Manager, IT Operations - Office Hybrid in Leopardstown, Dublin 18

ICON is a global healthcare intelligence and clinical research organisation united by a mission to bring new medicines and treatments to patients faster.

As a values-driven organisation, integrity, collaboration, agility, and inclusion are at the heart of how we work and interact with each other, customers, patients and suppliers.

Role Overview:

The Manager, KPI & Metrics for the Global Service Desk is responsible for defining, governing, and reporting on key performance indicators (KPIs) and operational metrics that measure service performance and customer experience. This role plays a critical part in driving data-driven decision-making by delivering accurate, timely insights and ensuring that performance trends are clearly communicated to the appropriate stakeholders for action and continuous improvement.

What you will be doing:

KPI & Metrics Strategy

• Define, develop, and maintain a comprehensive KPI framework aligned to Global Service Desk objectives and broader IT and business goals

• Establish standardized definitions, calculation methods, and governance for all service desk metrics

• Continuously review and refine KPIs to ensure relevance, accuracy, and alignment with evolving priorities

Performance Reporting & Insights

• Produce regular (daily, weekly, monthly, quarterly) reports and dashboards on service performance

• Analyse trends, identify performance gaps, and highlight risks and opportunities

• Provide actionable insights and recommendations to improve service quality, efficiency, and user satisfaction

• Ensure consistency and accuracy of data across all reporting outputs

Stakeholder Communication

• Share KPI and performance insights with key stakeholders including Service Desk leadership, IT operations teams, and senior management

• Present findings clearly, concisely, and relevant to the audience

• Collaborate with cross-functional teams to drive accountability and performance improvement initiatives

Data & Tool Management

• Oversee the integrity and quality of data used for KPI reporting

• Partner with IT and analytics teams to enhance reporting tools, dashboards, and automation

• Investigate and leverage data visualization tools (e.g., Power BI) to improve accessibility and usability of reports

Continuous Improvement

• Drive a culture of continuous improvement using data-led insights

• Work closely with service delivery teams to translate metrics into improvement actions

• Track effectiveness of initiatives and measure impact on KPIs

Your Profile:

Qualifications & Experience

• Bachelor's degree in Information Technology, Business, Data Analytics, or a related field

• 5+ years' experience in Service Desk, IT Operations, or Performance Management roles

• Proven experience defining KPIs and delivering operational reporting in a global environment

• Strong analytical and problem-solving skills with the ability to interpret complex data sets

• Experience with reporting and visualization tools (e.g., Power BI, Excel advanced analytics)

• Familiarity with ITSM tools (e.g., ServiceNow)

Skills & Competencies

• Strong data storytelling and communication skills

• Ability to influence and drive action across multiple teams and levels

• High attention to detail and commitment to data accuracy

• Excellent stakeholder management and collaboration skills

• Proactive, results-oriented, and continuous improvement mindset

Success Measures

• Timely and accurate delivery of KPI reports

• Improved service desk performance against defined KPIs

• Increased stakeholder engagement and use of metrics for decision-making

• Measurable improvements in customer satisfaction and operational efficiency

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Employment with ICON is contingent upon having the legal right to work in the country where the role is based.

Rewards & Benefits

ICON offers a competitive and comprehensive total rewards package designed to support your health, wellbeing, and career development.

Benefits may include:

• Competitive base salary and performance related incentives
• Health and wellbeing programmes including medical, dental, and vision coverage where applicable
• Retirement and pension plans
• Life assurance and disability coverage
• Employee assistance programmes and wellbeing resources
• Learning and development opportunities through structured training and career pathways

Benefits may vary depending on role and location.

Visit our careers site to read more about the benefits ICON offers.

Inclusion and Accessibility

ICON is an equal opportunity employer. We are committed to building an inclusive and accessible workplace where everyone feels valued and supported.

If you require reasonable accommodations during the recruitment process, please let us know or submit a request here.

Are you a current ICON Employee? Please click here to apply