Information Technology Service Management Analyst

Senior IT Service Management Analyst

Location: Hybrid – South East England (Surrey / Berkshire area) - circa 3 days per month during induction, will later be 2 days p/m

Salary: £45,000 – £50,000

Type: Permanent

Overview

A specialist managed services organisation supporting a major enterprise client is seeking a Senior IT Service Management Analyst to help strengthen and mature its service management function.

This role sits within a small but highly specialised delivery team responsible for supporting a complex, business-critical platform used for large-scale financial and operational reporting.

You will work closely with senior delivery leadership to formalise service governance, improve operational processes, and support the evolution of the managed service model.

The position offers an excellent opportunity for an experienced IT Service Management professional who wants to take ownership of service processes and develop into a Service Manager role over time.

Key Responsibilities

Service Catalogue & Support Model Governance

• Develop and maintain a structured service catalogue covering multiple platform services and modules
• Map and maintain the support model across Tier 1, 2 and 3 support teams
• Ensure clear ownership, escalation paths and documentation across services
• Coordinate knowledge transfer and documentation across technical teams
• Support ongoing operational resilience through structured service processes

Service Management & Governance

• Coordinate and track service management processes including Incident, Problem and Change
• Support monthly service reporting and KPI tracking
• Prepare material for service review meetings with senior stakeholders
• Monitor SLA delivery and highlight risks or improvement opportunities
• Assist with remediation planning for recurring service issues

Service Improvement & Maturity

• Drive improvements in service governance and operational processes
• Support the evolution of the managed service model as the platform grows
• Help align operational delivery with recognised ITIL service management practices
• Work closely with technical teams to ensure service operations remain sustainable and scalable

Stakeholder & Commercial Coordination

• Work with internal delivery leads and technical teams to gather operational metrics
• Support discussions relating to service charging, service lifecycle management and support cost modelling
• Assist in aligning service delivery with contractual obligations and service commitments

Required Experience

• Experience working in IT Service Management within a managed service or enterprise IT environment
• Strong understanding of ITIL practices, particularly Service Catalogue, Incident, Problem and Change Management
• Experience supporting service governance, reporting and operational processes
• Comfortable coordinating across multiple technical teams and stakeholders
• Strong organisational and analytical skill

Desirable

• ITIL Foundation or higher
• Experience working within managed service providers (MSP) or outsourced IT environments
• Exposure to service catalogue management or service lifecycle governance
• Experience preparing service review reporting or SLA performance reports

Working Environment

This role operates in a hybrid working model. The successful candidate will initially spend time onsite during onboarding and collaboration sessions, with flexibility around longer-term working patterns.

The position offers the opportunity to work within a collaborative technical environment supporting a large enterprise client, with clear scope for career progression into a Service Manager role.