Here at Whitbread, we are seeking an experienced Service Operations Analyst to play a critical role in maintaining the stability, performance, and quality of IT services across the organisation. This is a unique opportunity to proactively support and improve operational processes; particularly in incident, problem, and asset management as well as deliver insightful reporting to drive continuous service improvement. Role: Service Operations Analyst Contract Type: Full time, Permanent Location: Whitbread Court, Dunstable hybrid- a minimum of 3 days per week in the office. Salary: Up to £45,000 Why You’ll Love It Here Healthcar e : Individual BUPA healthcare Up to 10% matched pension Discounts : Up to 60% discount on Premier Inn stays and 25% discount on our Restaurant brand Annual Incentive of up to 15% Bonus Check out all our benefits here: https://www.whitbreadcareers.com/about-us/benefits/ What you’ll be doing: As a Service Operations Analyst, you will be responsible for managing incidents, problems, events, and service requests in line with ITIL best practices to ensure minimal disruption to business operations and high levels of customer satisfaction. As well as the above, you will make sure suppliers are hitting their KPI’s and delivering a high level of service as expected. This is a unique opportunity to help bridge the gap between the business and suppliers. What you’ll need: Strong understanding of ITIL v4 principles and service operations processes Previous working experience of Service Now for incident, problem, and asset management Excellent analytical and reporting skills as well as proficiency in Excel or Power BI Strong communication skills to be able to liaise with both internal and external stakeholders across various levels Experience in a similar IT service operations or support role Be part of our Technology Team at Whitbread Through collaboration, passion and hiring the smartest minds, our Technology team builds products and services that are used by 38,000 of us at Whitbread and millions of guests. Everything from an eCommerce website that handles £2 billion in transactions per year, applications that are scalable across our 1,200 hotel and restaurants, devices that enable our teams and guests to have a seamless experience, all whilst keeping data secure. Together we’re building the hotel of the future.