Service Analyst

Role Title – Service Analyst

JD – Service Analyst (with Service Design Experience)

Active SC or SC Eligible candidates may apply

Location - 2-3 days travel to Leeds, UK

Permanent Role

This position blends analytical capability with service design expertise and requires a seasoned professional with 7+ years of experience managing support projects. The role also provides direct support to the Service Delivery Manager, ensuring key deliverables, outcomes, and day‐to‐day operational activities run smoothly.

Key Responsibilities:

• Collaborate on service design initiatives, supporting prototyping, testing, and validation.
• Translate insights into clear service requirements and actionable recommendations.
• Monitor service KPIs, ensuring services meet performance, quality, and compliance standards.
• Support the Service Delivery Manager with key deliverables, reporting, planning, and operational oversight.
• Assist with day‐to‐day service operations, including incident trends, escalations, and service reviews.
• Facilitate workshops to align stakeholders and co‐design solutions.
• Maintain service documentation, including catalogues, process guides, and operational artefacts.
• Support implementation and change activities to ensure smooth adoption of service improvements.

Skills & Experience

• 7+ years of experience managing support projects or service delivery environments.
• Strong grounding in service design methodologies, including blueprinting, journey mapping, and co‐design.
• Proven analytical and problem‐solving skills, with the ability to interpret data and drive decisions.
• Experience supporting or partnering with Service Delivery Managers in operational contexts.
• Excellent communication and facilitation skills, especially with senior stakeholders.
• Familiarity with ITIL or other service management frameworks.
• Proficiency with service design and analysis tools such as Miro, Visio, or similar.
• Understanding of digital service delivery and agile ways of working.

Ideal Candidate Summary

• Experienced service professional with 7+ years managing support projects or service delivery work.
• Strong service design capability, including journey mapping, blueprinting, and co‐design.
• Analytical thinker who can interpret data, identify issues, and recommend improvements.
• Collaborative partner who supports the Service Delivery Manager with daily operations and key deliverables.
• Clear communicator comfortable engaging stakeholders and facilitating workshops.
• Detail‐oriented documenter who maintains accurate service catalogues and process artefacts.
• Adaptable team player familiar with ITIL, digital service delivery, and agile environments.