Center Performance Management Manager (Reporting & Analytics) (F/M/D)

Turn KPIs into priorities. Turn priorities into measurable improvement.

In this role you’ll help shape how Service Delivery performance is understood, discussed, and improved - partnering with senior stakeholders and building the insights and reporting that keep leaders focused on what matters most.

• Steer and apply the Service Delivery performance framework (KPIs, definitions, thresholds, drivers)
• Spot trends, risks, and early-warning signals; turn data into crisp “what/why/impact/next” narratives
• Lead performance cadences and decision-oriented dialogues with Directors, Process Managers, and Team Leads
• Identify efficiency opportunities with Service Delivery leadership and translate them into measurable initiatives
• Run structured “watchlists” for off-track KPIs to monitor progress and evidence impact over time
• Contribute (with GBS Performance Management and D&IT) to improving metric automation, data reliability, and Power BI products
• Lead and deliver reporting/analytics projects end-to-end within the broader roadmap

• Strong experience in Performance Management, Stakeholder Management, and Power BI
• Hands-on capability in dashboards/scorecards, drill-down analysis, semantic models and DAX
• Understanding of data ingestion/transformation (ETL/ELT) and the Microsoft Azure analytics ecosystem; Fabric/Lakehouse is a plus
• A clear, action-oriented communication style and strong ownership (planning, prioritization, follow-through)