Role Title – Service Analyst
JD – Service Analyst (with Service Design Experience)
Active SC candidates may apply
Location - 2-3 days travel to Leeds/London, UK
Permanent Role
This position blends analytical capability with service design expertise and requires a seasoned professional with 7 years of experience managing support services projects. The role also provides direct support to the Service Delivery Manager, ensuring key deliverables, outcomes, and daytoday operational activities run smoothly.
Key Responsibilities:
* Support the Service Delivery Manager with key deliverables, reporting, planning, and operational oversight.
* Assist with daytoday service operations, providing cover across all the Service Mgt practices including but not limited to; incident, problem, service improvements, service design etc.
* Collaborate on service design initiatives, supporting prototyping, testing, and validation.
* Translate insights into clear service requirements and actionable recommendations.
* Monitor service KPIs, ensuring services meet performance, quality, and compliance standards and communicate in service reviews..
* Support the Service Delivery Manager with key deliverables, reporting, planning, and operational oversight.
* Assist with dayand service reviews.
* Facilitate workshops to align stakeholders and codesign solutions.
* Maintain service documentation, including catalogues, process guides, knowledge articles and operational artefacts.
* Support implementation and change activities to ensure smooth adoption of service improvements.
* Escalate complex issues appropriately while maintaining ownership including participation in Major Incident
Skills & Experience
* 7 years of experience managing support projects or service delivery environments.
* Strong grounding in service design methodologies, including blueprinting, journey mapping, and codesign.
* Proven analytical and problemsolving skills, with the ability to interpret data and drive decisions.
* Experience supporting or partnering with Service Delivery Managers in operational contexts.
* Excellent communication and facilitation skills, especially with senior stakeholders.
* Familiarity withExperience in ITIL or other service management frameworks. ITIL V3 required and ITIL V4 preferred.
* Proficiency with service design and analysis tools such as Miro, Visio, or similar.
* Understanding of digital service delivery and agile ways of working.
Ideal Candidate Summary
* Experienced service professional with 3-5+ years managing support projects or service delivery work.
* Strong service design capability, including journey mapping, blueprinting, and codesign.
* Analytical thinker who can interpret data, identify issues, and recommend improvements.
* Collaborative partner who supports the Service Delivery Manager with daily operations and key deliverables.
* Clear communicator comfortable engaging stakeholders and facilitating workshops.
* Detailoriented documenter who maintains accurate service catalogues and process artefacts.
* Adaptable team player familiar with ITIL, digital service delivery, and agile environments.
Why Join Us?
* We’re a purpose‑driven organisation committed to creating positive impact and championing inclusion.
* You’ll join a culture that encourages innovation, collaboration, and continuous growth.
* We celebrate difference and believe diverse perspectives lead to stronger solutions.
* Even if you don’t meet every requirement, we encourage you to apply — great talent comes from a variety of backgrounds.
* Your lived experience, unique strengths, and personal story matter — they help us design better outcomes for the communities we serve.
* We celebrate diversity of experience, knowledge, backgrounds, and perspectives, and believe these differences enable us to create meaningful impact. We are proud to be an equal opportunity employer and are committed to fairness and inclusion for all, regardless of sex, race, religion or belief, ethnic or national origin, disability, age, citizenship, marital or partnership status, sexual orientation, gender identity, pregnancy or related conditions, or any other protected characteristic. If you require any reasonable adjustments or additional support during the recruitment process, please let us know.