Senior Business Analyst - SLAs & KPIs

Project overview

Senior Business Analyst: SLAs & KPIs

We need a Senior Business Analyst to turn our draft SLA and KPI metrics into a coherent, prioritised set of precise, measurable and technically implementable specifications, and to support their build and testing ahead of service go-live.

We are looking for someone who can start work as soon as possible. We expect this work to run until the end of March 2027.

The Senior Business Analyst will:

Essential skills & experience

Desirable skills and experience

• Scrutinise and rationalise the metric catalogue: challenge each SLA/KPI; identify duplication, overlap, gaps, mixed populations and inappropriate umbrella measures; and recommend whether measures should be retained, split, consolidated, redesigned, deferred or removed.
• Define implementable specifications: set out the purpose, population, numerator, denominator, calculation, source system and data fields, clock start/stop points, inclusions, exclusions, exceptions, segmentation, reporting frequency and target for each retained measure.
• Engage stakeholders and secure decisions: work with Global Process Owners, Heads of Service, Service Implementor (SI) system and reporting specialists to resolve ambiguity, agree accountability and convert discussion into explicit, recorded decisions.
• Complete coverage mapping: map and quality-assure alignment and Legacy KPI and SLA frameworks.
• Prioritise Day 1 delivery: establish a realistic scope for Day 1 (the go-live date for the first departments to onboard) and maintain a clear backlog for deferred measures and later enhancements.
• Maintain quality and traceability: keep a clear catalogue, decision trail, dependencies and evidence, applying consistent analytical standards throughout.
• Deliver source-system reporting: agree delivery arrangements with source-system providers; define requirements for the extract reports needed to produce the metrics; and ensure they are built, tested and ready in time for service reporting.
• Deliver service MI reporting: design and create a minimum viable suite of service MI reports (probably in Excel) to consolidate, summarise and present the metrics clearly and consistently.
• Strong analytical judgement, able to take loosely defined requirements and turn them into precise, implementable specifications.
• Strong stakeholder management and constructive challenge, comfortable with joining up multiple stakeholder groups and pushing for clear decisions.
• Good data and systems understanding, to enable bridging from business requirements to technical specifications for the metrics.
• Experience of designing reports to provide clear, meaningful insights to different stakeholder groups.
• Very strong attention to detail and diligence, willing to scrutinise a large catalogue metric-by-metric rather than accepting superficially plausible definitions.
• Able to work autonomously, while keeping stakeholders involved and satisfied.
• Provide leadership and direction while also getting deeply involved in detail.
• Experience of designing or managing KPIs, SLAs and service reporting is highly desirable.
• ServiceNow reporting or service-management measurement experience.
• Ability to create report dashboards in Excel.

Project details

• Start: 2026-11-12 00:00:00
• Duration: 6 months
• Location: London, UK, GB
• Languages: English