Join to apply for the IT Operations Analyst role at Motability Operations Ltd
Champion the customer by ensuring IT Incidents, Problems, and Requests are effectively triaged, routed, and resolved in alignment with agreed service levels. Contribute to the continuous improvement of IT service management processes — including Incident, Problem, Request, and Knowledge Management — through analysis, reporting, and collaboration with internal teams and suppliers. Drive operational excellence by leveraging data insights, automation opportunities, and customer feedback to enhance service quality and satisfaction.
About You
* Continuous review of the incident management process and IT teams involved in resolving the incident.
* Identify and raise problem records, prioritise and release fix.
* Major Incident process accountability: ensuring P1s are linked to a problem ticket and PIR is completed.
* Active prioritisation of incidents according to their urgency and influence on the business.
* Develop and maintain Wiki/FAQ’s/Knowledge base to facilitate self-service and swift incident resolution.
* Collaborating with the management team to influence outcomes and continuous improvement.
* Review of incident management within MO, including inbound incidents, Queue Management, SLAs, ticket resolution summary, aged tickets, ticket hops.
* Continuous improvement of the incident management process as required to ensure its effectiveness.
* Review customer satisfaction via survey and stakeholder management.
* Problem Management and stakeholder liaison.
* Working with queue owners on driving calls down and help with removing blockers.
* Contribute to the effective management of ITIL processes, including Incident, Problem, Request, and Knowledge Management, ensuring alignment with agreed SLAs and service targets.
* Prepare management monthly reporting on progression, blockers and areas of potential improvement.
* Supplier manager contact for 3rd party incident management, liaising with supplier managers and 3rd party relationship owners in relation to ticket management.
* On Call process owner including Duty Manager, On‑call rota ownership and on‑call follow‑up meeting facilitator.
* Demonstrates strong analytical and communication skills, with the ability to translate technical issues into business impacts and manage multiple priorities effectively.
Qualifications Required
* Experience working in a similar role or ITIL experience.
* Strong advocate for customer service with confident stakeholder management.
* Ability to develop dashboards and reports using data visualisation tools such as Power BI.
* Ability to analyse large quantities of data and present them in a consumable format.
* Strong attention to detail.
* Experience in operational data analysis.
About The Company
Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry‑free mobility solutions to over 800,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.
Our values are at the heart of everything we do. They represent ambition, and we look for our people to live and breathe them every day.
Values
* We find solutions.
Benefits
* Competitive reward package including an annual discretionary bonus.
* 28 days annual leave with option to purchase and sell days.
* 1 day for volunteering.
* Funded Private Medical Insurance cover.
* Electric/Hybrid Car Salary Sacrifice Scheme and Cycle to Work Scheme.
* Life assurance at 4 times your basic salary.
* Funded health screening for over 50s.
* Voluntary benefits: charitable giving, critical illness insurance, dental insurance, health and cancer screenings for you and your partner, discounted gym memberships and season ticket loans.
* Employee Discount Scheme with an app to save on the go.
* Free access to healthcare apps such as Peppy, Unmind, Aviva Digital GP and volunteering app on Hand for all employees.
* Generous family leave policies.
Employment Details
Seniority level: Associate
Employment type: Full‑time
Job function: Information Technology
Diversity and Inclusion
We pride ourselves on being an inclusive employer and as such, all our offices provide first‑rate disability access. With our hybrid working environment, we do our best to accommodate part‑time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.
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