Service Management Analyst

Service Management Analyst

Role Overview

This role will play a key role in ensuring the efficient delivery, support, and continuous improvement of IT services, aligning with organisational goals and customer expectations. This role involves monitoring service performance, identifying areas for improvement, and collaborating with cross-functional teams to enhance service delivery and user satisfaction.

Key Responsibilities

• Service Performance Monitoring : Track and analyse service performance metrics, ensuring compliance with established service level agreements (SLAs) and key performance indicators (KPIs).
  

• Incident and Problem Management: Lead and coordinate the Major Incident Management (MIM) process, including participation in an on-call rota to provide out-of-hours incident leadership and escalation management. Collaborate with technical teams to drive timely incident resolution, identify root causes, and implement preventative measures that minimise service disruption and improve service resilience.
  

• Change Management : Support the evaluation, coordination, and communication of IT service changes to ensure minimal disruption to operations.
  

• Service Improvement : Identify key trend and opportunities for enhancing IT services and implement strategies to optimise service quality and efficiency.
  

• Stakeholder Communication : Serve as a liaison between IT teams and business stakeholders, ensuring transparent communication about service performance and improvements.
  

• Reporting : Generate and distribute detailed service performance and incident reports for stakeholders, providing actionable insights for decision-making
  

• Compliance and Best Practices : Ensure adherence to IT service management frameworks (e.g., ITIL) and organisational policies.
  

• Tool and Process Management : provide recommendations to optimise ITSM tools and workflows to streamline service management operations.
  

Qualifications

Education : Bachelor’s degree in Information Technology, Business Administration, or a related field.

Experience :

• Proven experience in IT service management or a related role.

• Familiarity with ITIL framework and processes (certification is a plus).

• Hands-on experience with ITSM tools (e.g., ServiceNow, Jira Service Management).

• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

Skills :

• Strong analytical and problem-solving skills.

• Excellent communication and interpersonal skills.

• Ability to prioritise tasks and manage time effectively in a fast-paced environment.

Key Competencies

• Customer-focused mindset with a commitment to delivering exceptional service.

• Strong organizational skills and attention to detail.

• Ability to adapt to evolving technologies and business requirements.

• Team-oriented approach with the ability to work independently when required.

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