Service Operations Analyst
Location: Havant (50% onsite)
Contract: 6 months
Rate: £417-£525/day (Inside IR35)
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
1. Provide governance and assurance across Incident, Major Incident, Problem and Change processes
2. Produce and maintain service performance reporting (KPIs, SLAs, OLAs, trends)
3. Analyse operational data to identify risks, recurring issues, and improvement opportunities
4. Design and deliver dashboards and MI packs for operational and senior stakeholders
5. Perform quality checks on change records, incident data, and PIRs
6. Support MSP transition readiness, including reporting and process assurance
7. Contribute to CSDM service data improvements and data quality initiatives
Key Requirements
8. Experience in IT service operations with a focus on governance and reporting
9. Strong understanding of ITIL / ITSM processes and controls
10. Proven experience producing MI / KPI reporting and trend analysis
11. Good knowledge of Service Desk operations and performance metrics
12. Experience with ServiceNow (or equivalent ITSM tooling), including reporting
13. Strong analytical skills and ability to translate data into insight
14. Exposure to CSDM or service data modelling (desirable)
Ideal Profile
15. Detail-oriented and analytical
16. Strong communication and stakeholder engagement skills
17. Proactive with a continuous improvement mindset
18. Comfortable working across multiple data sources and teams
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.