Overview
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. You will also ensure suppliers are hitting their KPIs and delivering a high level of service as expected. This is a unique opportunity to help bridge the gap between the business and suppliers.
Responsibilities
* Manage incidents, problems, events, and service requests in line with ITIL v4 principles
* Collaborate with internal teams and external suppliers to monitor performance against KPIs and service levels
* Provide timely incident response, root cause analysis, and post-incident reviews
* Create, track, and report on operational metrics and trends using Excel or Power BI
* Communicate effectively with stakeholders across multiple levels to provide status updates and clear expectations
Qualifications
* Strong understanding of ITIL v4 principles and service operations processes
* Experience with Service Now for incident, problem, and asset management
* Excellent analytical and reporting skills with proficiency in Excel or Power BI
* Strong communication skills to liaise with internal and external stakeholders at various levels
* Experience in a similar IT service operations or support role
Benefits
* 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
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