Manager, KPI & Metrics - Global Service Desk

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

ICON plc is a world-leading healthcare intelligence and clinical research organization. We're proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development.

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 the 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

What ICON can offer you

Our success depends on the quality of our people. That's why we've made it a priority to build a diverse culture that rewards high performance and nurtures talent.

In addition to your competitive salary, ICON offers a range of additional benefits. Our benefits are designed to be competitive within each country and are focused on well being and work life balance opportunities for you and your family.

Benefits include:

• Various annual leave entitlements
• A range of health insurance offerings to suit you and your family's needs
• Competitive retirement planning offerings to maximize savings and plan with confidence for the years ahead
• Global Employee Assistance Programme, LifeWorks, offering 24 hour access to a global network of over 80,000 independent specialised professionals who are there to support you and your family's well being
• Life assurance
• Flexible country specific optional benefits, including childcare vouchers, bike purchase schemes, discounted gym memberships, subsidised travel passes, health assessments, among others

Visiting our careers site can give you more information about the benefits ICON offers.

At ICON, inclusion & belonging are fundamental to our culture and values. We're dedicated to providing an inclusive and accessible environment for all candidates. ICON is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know or submit a request.

Interested in the role, but unsure if you meet all of the requirements? We would encourage you to apply regardless - there's every chance you're exactly what we're looking for here at ICON whether it is for this or other roles.

Are you a current ICON Employee? Please apply.