Service Analyst
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Role Title – Service Analyst _ (Contract Inside IR35)- Hybrid (3 days)- Location: Leeds/London
SC Cleared
Job Description:
Key Responsibilities:
• Support the Service Delivery Manager with key deliverables, reporting,
planning, and operational oversight.
• Assist with daytoday service operations, providing cover across all the Service
Mgt practices including but not limited to; incident, problem, service
improvements, service design etc.
• 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 and communicate in service reviews..
• Support the Service Delivery Manager with key deliverables, reporting, planning, and
operational oversight.
• Assist with dayand service reviews.
• Facilitate workshops to align stakeholders and codesign solutions.
• Maintain service documentation, including catalogues, process guides, knowledge
articles and operational artefacts.
• Support implementation and change activities to ensure smooth adoption of
service improvements.
• Escalate complex issues appropriately while maintaining ownership including
participation in Major Incident
Skills & Experience
• 7 years of experience managing support projects or service delivery environments.
• Strong grounding in service design methodologies, including blueprinting, journey
mapping, and codesign.
• Proven analytical and problemsolving 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 withExperience in ITIL or other service management frameworks. ITIL
V3 required and ITIL V4 preferred.
• Proficiency with service design and analysis tools such as Miro, Visio, or similar.
• Understanding of digital service delivery and agile ways of working.