This role is no longer available but if you wish to send us your CV for other similar roles please do so on apply@recruitgibraltar.com

RecruitGibraltar are currently recruiting for a Communication & Reporting Manager to join a household name in the Online Gaming Sector with an excellent reputation in its field of expertise. They are a forward thinking Company and seek employees who have the same drive and motivation in their chosen career. Their desire to retain their market leading position means that all aspects of their business model are managed with a view to being the best and providing an outstanding working environment for their staff in all their locations.

What is the plan for the Communication & Reporting Manager role?

The Communication & Reporting Mgr is responsible for the definition and analytic reporting of the Service Quality operational capability and performance metrics across all key Strategic Partners through structured and defined performance & measurement KPI Metrics, ensuring demonstrable ITIL Service Management best practices are evident.
The role owner is responsible for defining, owning and executing the effective communication strategy & management reporting of all Strategic Partner & Suppliers level of operational capability & governance to the wider Technology Function as a whole.
The role owner will collaborate closely with IT Service Quality & Technology leadership and technology partners in order to leverage data to drive organizational performance and efficiency, continuous improvement, and increased business satisfaction.
The role is instrumental in demonstrating the effective management of all Strategic Technology Partners & Suppliers (both External & Internal Engineering Teams) is being governed from a quality of service and operational perspective against underpinning contract commitments.

What will you do as a Communication & Reporting Manager?

 Responsible for defining the overall operational Service Management Reporting Strategy on behalf of the Service Quality Function that demonstrates the operational capability & Services provided across both External and Internal Suppliers/Vendors to all levels up to Executive.
 To establish core Service Management KPI’s that can be used to effectively demonstrate the operational capability of all services offered across relevant Service Level Management (SLM) methodology.
 To develop and maintain relationships with stakeholders and business leads to define relevant Service Quality & Management reporting requirements.
 Work with all Strategic Partners and Suppliers (External & Internal) to ensure that operational reporting capability is clearly defined, and provided to support effective Quality of Service communication requirements.
 Introduce where required, relevant Service Management reporting criteria across both existing and newly introduced Partners & Suppliers to demonstrate the operational capability of service provided against contractual definition.  Provide insight through analysis, into Partner & Supplier operational capability & improvement areas to the wider Service Management Team to allow for effective Service Improvement Plans to be introduced.
 To define and own all operational reporting across and on behalf of the wider Service Quality Team to demonstrate value of operational services offered against Key Service Metrics.
 Define and execute a roadmap for ServiceNow Reporting and Analytics, (including real-time operational data visualization dashboards, continuous improvement opportunities) that will transform the Service Quality Team to be data driven and metrics based.


What do you know that makes you a great Communication & Reporting Manager?

● Previous experience of working within the Gaming sector (Digital online gaming and / or Retail sector) preferred, but not essential.
● Good understanding of the ITIL Framework with experience in definition & management of SLM Reporting.
● Experience in using ServiceNow ITSM Toolset, Dashboards & Reporting Building capabilities.
● Previous experience in translating numbers into IT Operational insights.
● Data analytics/reporting/build dashboards.
● Strong Analytical, reporting & dashboarding skills

Salary £40k based on experience with bonus, an excellent relocation package and private healthcare.