IT Service Management and Reporting Consultant, hybrid in Prague

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.