Infrastructure Engineer (ITIL, Service delivery, SCCM)

Summary: The Infrastructure Engineer role focuses on developing and maintaining performance reporting dashboards and metrics across various Workplace Technology domains. The position requires strong analytical skills to monitor service performance trends and provide insights into productivity tools and hardware lifecycle management. The engineer will also produce performance packs for leadership and ensure compliance with governance standards. This role demands effective communication with stakeholders and collaboration with cross-functional technology teams.

Key Responsibilities:

• Develop and maintain dashboards, scorecards and reports covering SLAs, KPIs, OLAs and operational metrics across multiple Workplace Technology domains.
• Monitor service performance trends to identify risks, bottlenecks and improvement opportunities.
• Produce monthly and quarterly performance packs for leadership, including narrative insights and recommendations.
• Ensure all reporting aligns with SML standards and supports governance forums, service reviews and audits.
• Track adoption, usage and performance of Microsoft 365 tools including Teams, Outlook, SharePoint, OneDrive, Viva and Power Platform.
• Report on tenant health, licence optimisation, compliance posture and support trends.
• Provide insights into collaboration behaviours and productivity tool performance.
• Monitor device lifecycle performance from procurement to disposal, including deployment, break/fix and inventory accuracy.
• Report on refresh cycles, device reliability and adherence to hardware standards.
• Provide insight into stock levels, supplier performance and user satisfaction.

Key Skills:

• Strong analytical skills with experience in service reporting, SLA management or IT performance analysis.
• Proficiency with data visualisation tools (eg, Power BI) and strong Excel capabilities.
• Solid understanding of ITIL, service management processes and operational governance.
• Ability to interpret complex data and transform it into clear, actionable insights.
• Experience working with cross-functional technology teams.
• Excellent communication skills, with the ability to work confidently with stakeholders at all levels.

Salary (Rate): £520.0 per day

City: Reading

Country: UK

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:

Key ResponsibilitiesSLA, KPI & Performance Reporting

• Develop and maintain dashboards, scorecards and reports covering SLAs, KPIs, OLAs and operational metrics across multiple Workplace Technology domains.
• Monitor service performance trends to identify risks, bottlenecks and improvement opportunities.
• Produce monthly and quarterly performance packs for leadership, including narrative insights and recommendations.
• Ensure all reporting aligns with SML standards and supports governance forums, service reviews and audits.

Cross-Domain Reporting SupportProductivity Domain

• Track adoption, usage and performance of Microsoft 365 tools including Teams, Outlook, SharePoint, OneDrive, Viva and Power Platform.
• Report on tenant health, licence optimisation, compliance posture and support trends.
• Provide insights into collaboration behaviours and productivity tool performance.

Hardware Domain

• Monitor device lifecycle performance from procurement to disposal, including deployment, break/fix and inventory accuracy.
• Report on refresh cycles, device reliability and adherence to hardware standards.
• Provide insight into stock levels, supplier performance and user satisfaction.

Essential Skills & Experience

• Strong analytical skills with experience in service reporting, SLA management or IT performance analysis.
• Proficiency with data visualisation tools (eg, Power BI) and strong Excel capabilities.
• Solid understanding of ITIL, service management processes and operational governance.
• Ability to interpret complex data and transform it into clear, actionable insights.
• Experience working with cross-functional technology teams.
• Excellent communication skills, with the ability to work confidently with stakeholders at all levels.

What you need to do now

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