Role Title – Service Analyst
JD – Service Analyst (with Service Design Experience)
Active SC or SC Eligible candidates may apply
Location - 2-3 days travel to Leeds, UK
Permanent Role
This position blends analytical capability with service design expertise and requires a seasoned professional with 7+ years of experience managing support projects. The role also provides direct support to the Service Delivery Manager, ensuring key deliverables, outcomes, and day‑to‑day operational activities run smoothly.
Key Responsibilities:
* 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.
* Support the Service Delivery Manager with key deliverables, reporting, planning, and operational oversight.
* Assist with day‑to‑day service operations, including incident trends, escalations, and service reviews.
* Facilitate workshops to align stakeholders and co‑design solutions.
* Maintain service documentation, including catalogues, process guides, and operational artefacts.
* Support implementation and change activities to ensure smooth adoption of service improvements.
Skills & Experience
* 7+ years of experience managing support projects or service delivery environments.
* Strong grounding in service design methodologies, including blueprinting, journey mapping, and co‑design.
* Proven analytical and problem‑solving 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 with ITIL or other service management frameworks.
* 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 7+ years managing support projects or service delivery work.
* Strong service design capability, including journey mapping, blueprinting, and co‑design.
* 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.
* Detail‑oriented documenter who maintains accurate service catalogues and process artefacts.
* Adaptable team player familiar with ITIL, digital service delivery, and agile environments.