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Key Information

Job title: Service Reporting Analyst (1760)
Salary: £38,500 - £45,000 (dependant on skills & experience)
Location: Pier Walk, North Greenwich / Hybrid*
Contract Type: Permanent TFL Band 2
Reference: 3511

Application closing date: Wesnesday 28th January 2026 at 23:59pm

*Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4-week period. Hybrid working arrangements can evolve subject to business requirements. 

TfL is currently unable to provide sponsorship to candidates for this role as the Home Office’s eligibility criteria for sponsorship will not be met. TfL keeps its approach under review in line with changes to UK immigration rules. We are also unable to provide advice or guidance on individual immigration queries and advise candidates to check the Government’s website for further information. 

Overview of project/role 

The Service Reporting Analyst will deliver management reports to key stakeholders in a timely manner to enable informed and insightful data driven decisions to ensure continuous improvement of the service.

The role holder will be accountable for analysing data, creating and publishing business facing performance reports, including the identification and assessment of opportunities for improving service operation processes to drive cost and process improvements.

We are looking for a confident proactive individual who is a quick learner, has a passion for working with data with a good eye for detail and possesses strong stakeholder management skills.

Key Accountabilities  

• Accountable for producing and delivering timely, insightful business and service reports for the Technology, Products & Operations areas.
• Lead Performance Management meetings across Technology Service Operations (TSO) to drive continuous service improvement.
• Proactively review, update, and align reports with evolving business needs and changes.
• Analyse and deliver reports to senior management, highlighting achievements, identifying service performance trends, areas for improvement, and flagging risks or exceptions.
• Communicate service performance insights to stakeholders, providing a clear and current view of incidents, service-affecting faults, problems, and service requests.
• Responsible for delivering ad-hoc and customised reports within agreed timelines, ensuring responsiveness to business requirements.

Knowledge

• Advance knowledge of Power BI, including the creation and delivery of interactive dashboards and reports. (Essential)
• Advanced proficiency in Microsoft Excel with strong capabilities in data manipulation, analysis, and visualisation. (Essential)
• Qualified ITIL V4 Foundation (or equivalent) ***
• Proven experience with Service Management toolsets and reporting functionalities, demonstrating a solid understanding of ITSM processes. (Essential)
• IT Service Management certifications, including ITIL, with practical implementation experience in large-scale organisations. (Desirable)

Skills 

• Excellent communication skills both written and oral. (Essential)
• Excellent Stakeholder management skills with the ability to translate complex reports and data in a simple and understandable format. (Essential)
• Ability to manage the interactions between suppliers, in-house teams, and customers to deliver quality and reliable reporting outputs (Essential)
• Creative problem solving and analytical skills (Essential)
• Ability to identify opportunities, develop and implement solutions which lead to continuous service improvements (Essential)
• Ability to work under pressure and deliver to agreed timescales. (Essential)

Experience 

• Minimum 3 years of experience working within a Data/Reporting Team (Essential)
• Proven experience of working in a large organisation and ideally has a strong service-related background. (Essential)
• Experience working within the Technology industry in an analytical role. (Desirable)
• Proven experience working within a reporting function, developing customer-focused reporting outputs within a technology department. (Desirable)

Equality, diversity and inclusion
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. 
 
Benefits  
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow.  Rewards vary according to the level of role but mostly include the below:
 
Final salary pension scheme 
Free travel for you on the TfL network 
Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
30 days annual leave plus public and bank holidays 
TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
Private healthcare discounted scheme (optional) 
Tax-efficient cycle-to-work programme
Retail, health, leisure and travel offers 
Discounted Eurostar travel
 
Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4 week period. Hybrid working arrangements can evolve subject to business requirements. 

We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.