Reporting and Governance SME Specialist

About the role

The Reporting & Governance SME drives operational reporting, performance management and governance across telecom network and service operations. You will turn complex data into actionable insights, monitor KPIs and service commitments, strengthen data quality and controls, and support timely decisions and continuous improvement across technical teams, vendors and leadership.

Key responsibilities

• Develop and maintain operational dashboards, scorecards, management reports and executive summaries covering network, service, project and business performance.
• Define and govern KPIs, KRIs, SLAs, reporting standards, data ownership, thresholds and escalation processes.
• Monitor performance against targets and customer commitments, identifying trends, gaps, risks and corrective actions.
• Validate data accuracy, completeness and consistency, resolving discrepancies with data owners.
• Coordinate governance meetings, service reviews and performance forums, documenting decisions and tracking actions to closure.
• Maintain reporting calendars, approval workflows, audit evidence and governance documentation.
• Support incident, problem, change and service reporting, including root-cause trends and lessons learned.
• Prepare insights and recommendations for senior management and customers, and support audits, compliance reviews and control assessments.
• Partner with network, IT, finance, project, customer experience and vendor teams to standardize reporting, and automate recurring reports and workflows.

Required profile

• 6-10+ years of experience in reporting, performance management, operational governance, business analysis or service assurance, ideally in telecom, technology or managed services.
• Bachelor's degree in Business, Engineering, Computer Science, Statistics, Information Systems or a related field.
• Experience coordinating executive reviews, customer governance forums, audits and cross-functional stakeholders.
• Excellent communication, presentation, organization, stakeholder management and problem-solving skills, with strong attention to detail and confidentiality.

Required skills

• Proven ability to design dashboards, management reports, KPI frameworks and performance scorecards.
• Advanced Microsoft Excel and PowerPoint, and Power BI, Tableau or similar tools.
• Familiarity with SQL, data warehouses, ticketing platforms, OSS/BSS or network performance systems.
• Knowledge of operational governance, audit controls, compliance, risk management and action tracking; ITIL knowledge is an advantage.
• Relevant certifications in Power BI, Tableau, ITIL, Lean Six Sigma, project management or governance are an advantage.