Salary: £108,420 - 136,500 per year Requirements: We need experience in IT service operations within an outsourced or managed service environment, with enough operational understanding to assure and govern Incident, Major Incident, Problem, and Change processes. We need strong knowledge of ITSM/ITIL practices, with a focus on process governance, assurance, controls, and continuous improvement. We need a good understanding of Service Desk operations, including triage, categorisation, routing, escalation, and knowledge management, and how Service Desk data supports performance reporting. We need experience producing operational performance reporting, including KPIs, SLAs, OLAs, trend analysis, exception reporting, and turning data into actionable insight. We need experience with Common Service Data Model concepts and/or service data modelling, and the ability to support CSDM implementation through definitions, data quality, and stakeholder adoption. We need working knowledge of ITSM tooling such as ServiceNow, including reporting and data quality practices; familiarity with CMDB and service portfolio concepts is advantageous. We need the ability to work at pace with strong attention to detail across multiple data sources and stakeholders. Responsibilities: We support BAU IT operations and the transition to a new outsource partner. We provide process governance, assurance, and performance reporting across core ITSM practices. We work with the Head of Service Operations and Service Operations Manager to ensure consistent application of Incident, Major Incident, Problem, and Change Management processes. We help maintain strong integration with Service Desk operations. We oversee ITSM process governance and assurance across Incident, Problem, Change, and Major Incident practices. We support outsource transition assurance activities. We produce performance reporting and service data outputs, including CSDM-related reporting. We manage major incident communications and coordination. We engage with stakeholders to support effective service operations and reporting. Technologies: CMDB Support ITIL ITSM ServiceNow More: We are hiring for a Service Operations Analyst role on an initial 6-month contract, inside IR35, based in Havant with hybrid working. This role sits within our Service Management Transformation programme and supports the transition to a new outsource partner while helping us maintain strong BAU IT operations. The position works closely with our Head of Service Operations and Service Operations Manager to strengthen governance, assurance, reporting, and operational consistency across our ITSM processes. last updated 22 week of 2026