Service Data Analytics Specialist

ROLE PURPOSE

The Service Data Analytics Specialist is accountable for building the analytical and technical capability that turns the SDM's operational data into predictive, diagnostic insight - going beyond reconciliation and status reporting into trend modelling, anomaly detection, and forward-looking risk signalling. This role exists to shift the department from reactive reporting (what happened) to predictive positioning (what's about to happen and why it matters) - giving the SDM early warning on service degradation, capacity strain, or client risk

What This Role Owns (Outcome Commitments)

• Predictive & Diagnostic Analytics - Trend, pattern, and anomaly analysis across service performance data (incidents, SLA/SLO performance, capacity, XLA/experience metrics) that surfaces risk before it becomes visible operationally.
• Analytics Tooling & Dashboard Infrastructure - Design, build, and maintenance of dashboards, automated re...