Overview:
Provide transparent, data driven visibility of ICT performance at LLA Central and OpCo levels by defining KPI frameworks, generating executive reporting, and ensuring data accuracy through coordination with local and central BI teams. Support strategic decision making by enabling consistent performance tracking across markets.
Responsibilities:
§ Define, maintain, and evolve ICT KPI frameworks aligned with strategic objectives
§ Produce executive dashboards and reports for Central and OpCo leadership
§ Coordinate with central and local Product/Business Operations/BI/Analytics teams to ensure timely and accurate data availability
§ Track ICT service performance, delivery quality, cost efficiency, and customer satisfaction metrics
§ Ensure consistency and standardization of data definitions, governance, and reporting across OpCos
§ Support continuous improvement initiatives through insights, trend analysis, and data driven recommendations
Act as the central source of truth for ICT performance and reporting governance
Qualifications:
KNOWLEDGE & EXPERIENCE
§ Strong experience in Product performance reporting, with hands‑on expertise using analytics and visualization tools such as Power BI, Tableau, and advanced Excel
§ Practical experience generating reports different systems and sources, ensuring accurate mapping of products, revenues, usage, and KPIs across markets
§ The role requires close collaboration with Product teams and OpCo teams to guarantee the correct definition, mapping, and harmonization of products, services, and KPIs
§ A strong foundation in data governance, quality validation, and cross‑market reporting is necessary, along with the ability to translate strategic objectives into measurable indicators and executive‑ready insights
§ Experience with technology products and understanding their nature, structure, and underlying data models is strongly preferred, enabling more accurate KPI design, product mapping, and reporting integrity.
§ Fluency in both Spanish and English is required, given the cross‑market coordination needs
Preferred education/Qualifications:
Specific Knowledge/Experience/Software/Apps:
§ Degree in Engineering, Data Analytics, Business Intelligence, Information Systems, or related fields
§ Proficiency in reporting and analytics tools such as Power BI, Tableau, and advanced Excel
§ Experience with Salesforce Reporting
§ Experience with ITSM platforms (e.g., ServiceNow reporting, CMDB, incident/problem reporting).
§ Understanding of KPI frameworks such as ITIL, SLA/OLA structures.
REQUIRED CRITICAL COMPETENCIES AND BEHAVIORS
§ Strong analytical mindset and data‑driven problem solving
§ Proactive and Results oriented
§ High attention to detail and accuracy
§ Ability to communicate clearly with executives and technical teams
§ Structured, methodical approach to reporting and KPI governance
OTHER IMPORTANT DETAILS ABOUT THE ROLE
§ Acts as the central source of truth for ICT performance and reporting
§ Key enabler of strategic governance, prioritization, and decision making
§ Requires frequent alignment with BI, Technology, Finance, and OpCo ICT teams