Formal title: Service Analyst – Settlement Services
Department: Ops Hub
Employment Type: Permanent
Location: London, England, United Kingdom
Description
Contract type: Permanent
Hours: 37.5 hours / week
Salary: up to £40,000 depending on experience
Location: Canary Wharf, London
WFH policy: Employees are required to attend the office 2 days/week
Flexible working: Variety of flexible work patterns subject to line manager discretion e.g. Compressed 9-day fortnight.
Reports to: Service Design Manager
Deadline Note: We reserve the right to close the advert before the advertised deadline if there are a high volume of applications.
Role Summary
This position sits in the Settlements Services Team within the Operations Hub, acting as a central hub for governing and managing settlements services (e.g., CfD, CM) and operating between Operations teams and settlements service providers (e.g., EMRS).
As a Service Analyst, you will support the design, planning and optimisation of settlements services across low‑carbon energy schemes. You will help improve service delivery and operational performance by analysing current ways of working, defining performance measures, producing clear reporting and supporting effective risk/issue management, contributing to controlled, effective and auditable operations.
Key Responsibilities
* Conduct research and analysis to identify service gaps, issues, risks and improvement opportunities across settlements services, supporting continuous improvement and operational performance.
* Support discovery activities to understand the current service value chain, processes and pain points and propose practical improvements.
* Help document and maintain service requirements, specifications and operational standards that translate business and regulatory needs into clear service outcomes.
* Model service processes, workflows and interactions to optimise operational delivery (e.g., process maps, service blueprints, user journey maps), and identify needs across people/skills, process/controls, data/reporting and systems/tooling.
* Contribute to ensuring service designs are operable, controlled and aligned to compliance and audit expectations (e.g., evidence, traceability, control points).
* Support the definition, monitoring and reporting of service performance metrics and KPIs to ensure transparency, compliance and optimal service performance.
* Analyse performance data to identify trends, risks and opportunities for improvement, helping inform decision‑making and service optimisation.
* Produce clear internal reporting and dashboards for senior stakeholders, providing visibility of progress, performance, risks and priorities.
* Support management and control of service risks, issues and changes within a dynamic regulatory and operational environment, ensuring clear documentation, escalation and follow‑through.
* Support incident and problem management expectations with service providers, helping ensure incidents are prioritised, communicated and resolved promptly and recurring issues are reduced through robust problem control and error control.
* Support regular internal service reviews with key service partners by gathering feedback, analysing performance signals and contributing to actionable recommendations to improve service outcomes.
* Collaborate across Ops Hub teams and wider stakeholders to ensure settlements services are aligned with business objectives and operational realities.
Skills Knowledge and Expertise
* Experience supporting the design, tracking and interpretation of KPIs/metrics, and producing structured insights for stakeholders.
* Exposure to dashboards, reporting systems and analytics platforms to support ongoing service performance tracking.
* Understanding of service management principles and common practices; ability to work within a controlled, auditable environment.
* Strong communication and stakeholder management skills; able to translate complex information into clear, actionable outputs for varied audiences.
* Confident facilitating and/or supporting workshops, interviews and structured requirement‑gathering to elicit and validate needs and feedback.
* Strong analytical skills to synthesise qualitative and quantitative data into insight and recommendations.
* Strong intermediate/advanced Excel capability (analysis, interpretation and data management techniques).
* Self‑starter: comfortable progressing work with limited guidance and managing priorities in a dynamic service context.
* Practical experience using approaches such as SWOT, PESTLE, and gap analysis to structure findings and recommendations.
* Experience producing clear process maps and service artefacts (e.g., workflows, journeys, service blueprints) to communicate how services work and where improvements are needed.
* Design Thinking, Service‑Dominant Logic for user‑centric and value‑driven service creation.
* Service blueprints, journey maps and personas for visualising processes and touchpoints is highly desirable.
* Understanding of the UK energy policy landscape and regulations, with familiarity in settlements within regulated environments. Knowledge of CfD and/or Capacity Market schemes, and awareness of CCUS or hydrogen business models.
* Understanding of settlement processes and operational delivery within energy markets or similar regulated environments.
* Agile, SCRUM or Lean knowledge or experience.
Employee Benefits
As if contributing to and supporting work that makes life better for millions wasn’t rewarding enough, we offer a full range of benefits too. Key benefits that may be available depending on the role include:
* Annual performance based bonus, up to 10%
* 25 days annual leave, plus eight bank holidays
* Up to 8% pension contribution
* Financial support and time off for study relevant to your role, plus a professional membership subscription
* Employee referral scheme (up to £1500), and colleague recognition scheme
* Family friendly policies, including enhanced maternity leave and shared parental leave
* Free, confidential employee assistance, including financial management, family care, mental health, and on‑call GP service
* Three paid volunteering days a year
* Season ticket loan and cycle to work schemes
* Family savings on days out and English Heritage, gym discounts, cash back and discounts at selected retailers
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