Fannie Mae Careers

Service Performance/Dashboard Reporting Lead

Reston, Virginia
Information Management

Job Description


Fannie Mae provides reliable, large-scale access to affordable mortgage credit in communities across our nation. We are the leading source of funding for housing in America, which means more people can buy or rent a home. We are focused on sustaining the housing recovery, improving our company, and leading change to make housing better.

Join our diverse, high-performing team and make a difference as we work together to enable access to a good home.

For more information about Fannie Mae, visit


Partner with Business and Technology and manage a team to prioritize meet technology commitments, leveraging technology service models (such as managed services, shared services, center of excellence (COE) services, infrastructure services). Leverage expert knowledge in assigned area(s) to manage technology and operational delivery. Functional responsibilities may include, at the highest level of complexity, service level and quality management, demand assessment, capacity management, issue management, product/program management, financial management.


  • Partner with Business to prioritize technology needs and meet commitments. Manage the timely planning and execution of technology projects and ensure corporate guidelines are properly followed.
  • Drive ongoing productivity improvement and innovation in partnership with stakeholders. Consult with stakeholders and to assess and characterize current processes. Anticipate internal/external business issues to align operational priorities and tactics.
  • Recommend, implement and measure the effectiveness of service models, leveraged as solutions to meeting business needs. Service models include managed services, shared services, COE services, infrastructure services.
  • Support a culture of operational and service excellence to drive increased efficiency and effectiveness of responsible service line(s). Implement best practice procedures for the on-going management of technology services.
  • Assess quality of delivery and time commitments. Recommend strategies for improvement, including continuous improvements and leading best practices programs.
  • Identify and resolve issues related to the performance of the services and/or deviations from defined scope of work. Formulate and implement corrective actions.
  • Partnering across the technology division, manage the creation, revision, and documentation of technology organization strategies and policies, including risk-based strategies.
  • Support the MSP transition lifecycle thru the pre-planning, execution, stabilization and steady state phases.
  • Provide data to metrics and reporting unit for relevant report generation
  • Coordinate and administer team assignments, monitor team progress, and maintain schedules.


  • Bachelor's Degree or equivalent required


  • 6+ years of related experience


As the lead for the Service Performance Reporting and Dashboard function, you act as the visualization expert in developing self-service management reports and dashboards to be leveraged by IT support leaders for analysts in gaining critical insights on service health and service improvement opportunities.  You will work in a matrixed team to evolve the existing landscape of reporting and propel critical information needs through robust business and data comprehension and cross-functional partnership and collaboration. With this diverse role, areas of potential focus range from (1) driving best in class development visualizations (Tableau, MicroStrategy) across IT service delivery centers (2) driving optimal reporting performance and usability (3) partnering with service governance to deliver enterprise level reporting (4) and influencing back-end technology decisions to maximize front-end visualization potential. This role will be vital in shaping the landscape by which Fannie Mae IT functions interact with and leverage data through self-serve reporting capabilities.

In this role you are a data evangelist with an astute understanding of how front-end design is critical in driving impactful user interaction and data comprehension. In your daily work, you actively seek the most effective path forward, and are insistent on progress. You gain a sense of accomplishment through implementing innovative design principles, empowering teams to succeed, and keeping on top of IT business intelligence trends. You recognize the full potential of data visualization in representing opportunities and can demonstrate how the right visualization or report can fuel insights and drive results.

  • Bachelor’s degree in Computer Science, Information Systems, Business or other relevant areas
  • Between 7-10 years professional experience required
  • Strong presentation skills, and excellent written and verbal communication skills
  • Demonstrated ability to think critically and seamlessly collaborate with engineering partners
  • Advanced knowledge data visualization tools (MicroStrategy, Tableau, PowerBI and Spotfire)
  • UI/UX Design background or certification is preferred
  • Experience developing reporting for all tiers of a matrixed organization (executive, director and analyst level)
  • Intermediate SQL skills required
  • Experience with big data environments strongly preferred
  • Experience managing and developing visualization talent
  • Demonstrated ability to lead through influence in a cross functional IT role.
  • Demonstrated ability to manage and execute competing priorities in a fast-paced environment.
  • Strong critical thinking / problem solving skills.
  • Demonstrated ability to lead through influence in a cross functional IT role.
  • Demonstrated ability to manage and execute competing priorities in a fast-paced environment.



As a condition of employment with Fannie Mae, any successful job applicant will be required to pass a pre-employment drug screen and to successfully complete a background investigation.


Fannie Mae is an Equal Opportunity Employer.

Req ID: 55357