About the role
ICON is a global healthcare intelligence and clinical research organisation united by a mission to bring new medicines and treatments to patients faster.
As a values-driven organisation, integrity, collaboration, agility, and inclusion are at the heart of how we work and interact with each other, customers, patients and suppliers.
Role Overview:
The Manager, KPI & Metrics for the Global Service Desk is responsible for defining, governing, and reporting on key performance indicators (KPIs) and operational metrics that measure service performance and customer experience. This role plays a critical part in driving data-driven decision-making by delivering accurate, timely insights and ensuring that performance trends are clearly communicated to the appropriate stakeholders for action and continuous improvement.
What you will be doing:
KPI & Metrics Strategy
Define, develop, and maintain a comprehensive KPI framework aligned to Global Service Desk objectives and broader IT and business goals
Establish standardized definitions, calculation methods, and governance for all service desk metrics
Continuously review and refine KPIs to ensure relevance, accuracy, and alignment with evolving priorities
Performance Reporting & Insights
Produce regular (daily, weekly, monthly, quarterly) reports and dashboards on service performance
Analyse trends, identify performance gaps, and highlight risks and opportunities
Provide actionable insights and recommendations to improve service quality, efficiency, and user satisfaction
Ensure consistency and accuracy of data across all reporting outputs
Stakeholder Communication
Share KPI and performance insights with key stakeholders including Service Desk leadership, IT operations teams, and senior management
Present findings clearly, concisely, and relevant to the audience
Collaborate with cross-functional teams to drive accountability and performance improvement initiatives
Data & Tool Management
Oversee the integrity and quality of data used for KPI reporting
Partner with IT and analytics teams to enhance reporting tools, dashboards, and automation
Investigate and leverage data visualization tools (e.g., Power BI) to improve accessibility and usability of reports
Continuous Improvement
Drive a culture of continuous improvement using data-led insights
Work closely with service delivery teams to translate metrics into improvement actions
Track effectiveness of initiatives and measure impact on KPIs
Your Profile:
Qualifications & Experience
Bachelor’s degree in Information Technology, Business, Data Analytics, or a related field
5+ years’ experience in Service Desk, IT Operations, or Performance Management roles
Proven experience defining KPIs and delivering operational reporting in a global environment
Strong analytical and problem-solving skills with the ability to interpret complex data sets
Experience with reporting and visualization tools (e.g., Power BI, Excel advanced analytics)
Familiarity with ITSM tools (e.g., ServiceNow)
Skills & Competencies
Strong data storytelling and communication skills
Ability to influence and drive action across multiple teams and levels
High attention to detail and commitment to data accuracy
Excellent stakeholder management and collaboration skills
Proactive, results-oriented, and continuous improvement mindset
Success Measures
Timely and accurate delivery of KPI reports
Improved service desk performance against defined KPIs
Increased stakeholder engagement and use of metrics for decision-making
Measurable improvements in customer satisfaction and operational efficiency
#LI-Hybrid
#LI-MK2
Employment with ICON is contingent upon having the legal right to work in the country where the role is based.
Rewards & Benefits
ICON offers a competitive and comprehensive total rewards package designed to support your health, wellbeing, and career development.
Benefits may include:
- Competitive base salary and performance related incentives
- Health and wellbeing programmes including medical, dental, and vision coverage where applicable
- Retirement and pension plans
- Life assurance and disability coverage
- Employee assistance programmes and wellbeing resources
- Learning and development opportunities through structured training and career pathways
Benefits may vary depending on role and location.
Visit our careers site to read more about the benefits ICON offers.
Inclusion and Accessibility
ICON is an equal opportunity employer. We are committed to building an inclusive and accessible workplace where everyone feels valued and supported.
If you require reasonable accommodations during the recruitment process, please let us know or submit a request here.
Are you a current ICON Employee? Please click here to apply
Aplyr's read
ICON plc is a leading global provider of outsourced services in the pharmaceutical industry, attracting professionals in clinical research and data management.
What's promising
- •ICON plc has a strong global presence, enhancing its ability to manage international clinical trials effectively.
- •The company offers diverse career opportunities across various roles in clinical research and data analysis.
- •ICON's focus on innovation in pharmaceutical services supports its competitive edge in the industry.
What to watch
- •The pharmaceutical industry is highly regulated, which may limit flexibility in project execution.
- •ICON's reliance on large pharmaceutical clients could pose risks if partnerships dissolve.
- •The competitive nature of the CRO market may pressure ICON to maintain cost efficiency.
Why ICON plc
- •ICON plc specializes in comprehensive outsourcing solutions, differentiating it from competitors with narrower service scopes.
- •The company's integration of technology in clinical trials offers a unique advantage in data management.
- •ICON's strategic acquisitions have expanded its capabilities and market reach significantly.
Aplyr’s read is generated by AI from public sources. Was it useful?
About ICON plc
ICON plc is a global provider of outsourced development and commercialisation services to the pharmaceutical, biotechnology, and medical device industries.
