We are looking for an experienced IT Service Management and Reporting Consultant to support service quality management, operational reporting, and continuous improvement within a large international IT environment. The role combines IT Service Management expertise, data analysis, Power BI reporting, and process improvement, with a strong focus on turning operational data into meaningful business insights.

Contract: B2B
Start: ASAP
Duration: Long-term cooperation; initial assignment until the end of 2026 with extension
Location: Prague, Czech Republic
Work model: Hybrid – onsite approximately 2 days per week
Language: English

Responsibilities

• Support IT Service Management and Service Quality Management activities across IT operations.
• Monitor and analyze operational performance, service quality, KPIs, SLAs, and other service-related metrics.
• Develop and maintain Power BI dashboards, reports, and reporting solutions.
• Interpret complex operational data and translate it into clear business insights and recommendations.
• Identify opportunities for continuous service and process improvement.
• Apply ITIL, quality management, and continuous improvement principles in day-to-day activities.
• Support improvement initiatives using methodologies such as Lean, Six Sigma, or similar frameworks.
• Prepare and present service performance information to both technical and management stakeholders.
• Facilitate discussions and workshops related to service quality, reporting, and improvement initiatives.
• Cooperate with teams across a large international IT organization.

Requirements

• Proven experience in IT Service Management, Service Delivery Management, IT Operations, or Service Quality Management.
• Strong knowledge of ITIL / IT Service Management practices and continuous improvement principles.
• Experience with service performance reporting, KPIs, SLAs, and operational data analysis.
• Hands-on experience developing Power BI dashboards and reporting solutions.
• Strong analytical skills and ability to interpret complex operational data.
• Experience with quality management or process improvement methodologies, such as Lean or Six Sigma.
• Strong stakeholder management and facilitation skills.
• Ability to communicate complex information clearly to both technical and management audiences.
• Excellent written and spoken English.

Nice to Have

• Previous experience within a large global IT organization or complex enterprise environment.
• Knowledge of AI-driven analytics and automation capabilities.
• Experience supporting structured Continuous Service Improvement initiatives.