Overview
We're working with a utilities client seeking a Service Operations Analyst to support governance, reporting, and performance insight across IT service operations during a major transformation programme.
This role focuses on ITSM process assurance, service performance reporting, and driving data‑led improvements to ensure operational effectiveness.
Key Responsibilities
* Provide governance and assurance across Incident, Major Incident, Problem and Change processes
* Produce and maintain service performance reporting (KPIs, SLAs, OLAs, trends)
* Analyse operational data to identify risks, recurring issues, and improvement opportunities
* Design and deliver dashboards and MI packs for operational and senior stakeholders
* Perform quality checks on change records, incident data, and PIRs
* Support MSP transition readiness, including reporting and process assurance
* Contribute to CSDM service data improvements and data quality initiatives
Key Requirements
* Experience in IT service operations with a focus on governance and reporting
* Strong understanding of ITIL / ITSM processes and controls
* Proven experience producing MI / KPI reporting and trend analysis
* Good knowledge of Service Desk operations and performance metrics
* Experience with ServiceNow (or equivalent ITSM tooling), including reporting
* Strong analytical skills and ability to translate data into insight
* Exposure to CSDM or service data modelling (desirable)
Ideal Profile
* Detail‑oriented and analytical
* Strong communication and stakeholder engagement skills
* Proactive with a continuous improvement mindset
* Comfortable working across multiple data sources and teams
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