Manager, KPI & Metrics – Global Service Desk
Skills
About the role
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
#LI-Hybrid
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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 about the benefits ICON offers.
Inclusion and Accessibility
If you require reasonable accommodations during the recruitment process, please let us know or submit a request here.
Questions about this role
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