Technology Service & Operation Analyst

Salary: Competitive

Hours: Full Time, 37.5 hours

Location: VHQ, Crawley, hybrid 3 days a week in the office

Contract: Permanent

Closing Date: 7th July 2025

At Virgin Atlantic Airways, we believe that everyone can take on the world, and it's our vision to become the most loved travel company. As we embark on this next exciting stage of our journey, we’re harnessing our spirit of entrepreneurship and innovation to challenge the status quo.

In a nutshell

Join our Technology and Transformation team as a Service and Operation Analyst and help keep our tech services running like clockwork. You’ll dive into data and analytics to uncover insights, communicate tech changes clearly, and support the rollout of new technologies—all while championing continual service improvement. You’ll take ownership of our service management reporting tools, ensuring performance is visible and actionable. Working closely with the Service & Operation Manager, you’ll also help raise the bar on governance, processes, and frameworks across Technology.

Day to day

Some of your key responsibilities as a Service and Operation Analyst will include:

• Technology Service Reporting of the services delivered by Technology to the business and from our external partners.
• Development of Technology Service reporting dashboards and tooling to ensure fit for purpose and delivering the required outcomes.
• Provide insightful analysis and interpretation of technology performance metrics, collaborating with internal teams and external suppliers to identify problem areas, determine root causes, and drive continuous improvements.
• Proactively identify performance trends, risks, and deviations, ensuring that any service shortfalls or contractual breaches are highlighted to Service & Operation Manager.
• Ensure Technology and Partners are focussed on Continual Service Improvement with the appropriate reporting & dashboards demonstrating the outcomes and benefit
• Working with Technology department, business and Service & Operation Manager to ensure processes bring value to all business directorates and where required identify continual service improvements.

About you

We’re looking for someone with ITIL certification (Foundation or higher, e.g. ITIL v3 or v4 certification) and a strong grasp of enterprise platforms like ServiceNow and PowerBI. In addition to this, you will also have the following:

• Proven experience in delivering data & insight.
• Experience with service performance reporting, including KPIs, SLAs, dashboards & data catalogues.
• Proven ability to generate insights from data to drive decision-making.
• Highly organised and adaptable in a fast-paced environment.

Ideally, you’ll have a track record of delivering exceptional service in outsourced models with strong problem-solving skills. It would also be great if you have experience working with Managed Service Providers and with cross-functional business teams (Finance, HR, Commercial, etc.).

If this sounds like you, we would love to hear from you!

Our recipe for leadership

At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more? Click here

Be yourself

Our customers come from all walks of life and so do our colleagues. That’s why we’re proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong.

To make your journey with us accessible and individual to you, we encourage you to let us know if you’d like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, ([email protected]) feeling confident that we’ve got your individual considerations covered.