The Sr. Manager, Reporting & Insights plays a critical leadership role within Global Services Strategy, Enabling Capabilities organization, shaping how service performance is defined, measured, and translated into actionable insights. This role partners closely with Service Delivery leaders, Strategy & Operations teams, and functional stakeholders to deliver executive‑ready reporting, advanced analytics, and performance narratives that drive quality, cost, productivity, and customer experience outcomes. The position offers the opportunity to build scalable, modern performance capabilities while developing a high‑performing analytics team with global impact. 

Key Responsibilities 

• Partner with Service Delivery leaders to define performance outcomes, metrics, and targets; deliver dashboards, analytics, and insights on service delivery performance. 

• Lead the design, development, and ongoing evolution of the service performance ecosystem, including service catalogs, metric definitions, reporting standards, dashboards, and benchmarking, in collaboration with Service Delivery and GPOs/SPOs. 

• Own recurring performance rhythms (weekly, monthly, quarterly), producing executive‑ready scorecards and narratives that highlight drivers, risks, and clear actions, and ensure follow‑through and outcome tracking. 

• Coordinate and influence execution of service performance activities across functional delivery and Strategy & Operations teams, ensuring alignment to functional and shared services strategic priorities. 

• Apply advanced analytics and structured problem solving to identify opportunities, diagnose root causes, assess business implications, and develop recommendations that drive measurable results. 

• Partner with leaders and customers to develop scalable performance tools for new and evolving services, driving standardization, automation, and modernization to improve reliability and speed‑to‑insight. 

• Integrate demand and volume drivers, capacity considerations, and service level outcomes into performance reporting; collaborate with resource planning teams to strengthen forecasting and decision support. 

• Leverage workforce and operational analytics (e.g., productivity, throughput, utilization) to identify improvement opportunities and inform continuous improvement priorities across global sites. 

• Ensure data integrity and appropriate controls across the reporting lifecycle; identify and resolve data quality issues through root cause analysis and coordinated remediation with data and technology partners. 

• Lead, develop, and hire talent for the Reporting & Insights team; set standards for quality and timeliness, coach for growth, and foster a culture focused on customer experience and continuous improvement. 

Qualifications 

Education 

• Bachelor’s degree required, preferably in Business, Analytics, Data Science, Engineering, Finance, or a related field. 

• Master’s degree (e.g., MBA, MS in Analytics or related discipline) preferred. 

Experience and Skills 

Required: 

• 8–10 years of progressive experience in reporting, analytics, performance management, or business insights roles within complex, matrixed organizations. 

• Demonstrated experience partnering with senior leaders to define metrics, deliver executive‑level reporting, and influence decision‑making. 

• Strong expertise in performance management frameworks, KPI development, and service or operational analytics. 

• Proven ability to lead teams, manage priorities across multiple stakeholders, and deliver high‑quality outcomes on a recurring cadence. 

• Advanced analytical, problem‑solving, and storytelling skills, with the ability to translate complex data into clear, actionable insights. 

• Experience ensuring data quality, governance, and controls across reporting and analytics processes. 

Preferred: 

• Experience supporting shared services, global services, or service delivery organizations. 

• Familiarity with workforce analytics, capacity planning, and demand forecasting concepts. 

• Experience driving reporting automation, dashboard modernization, and analytics enablement using enterprise BI tools. 

• Prior experience working in a global or regional role with stakeholders across multiple geographies. 

• Background in healthcare, medical devices, life sciences, or highly regulated industries. 

Other 

• Language: Fluent in English (written and verbal). 

• Travel: Up to 10% domestic and/or international travel as business needs require. 

• Certifications: Analytics, data management, or performance management certifications are a plus. 

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