IT Service Management Analyst in Thornton

Join to apply for the IT Service Management Analyst role at Barratt Redrow. Supporting the business and our divisional offices, our Head Office functions cover all departments from our Executive Board through to our support functions such as Group Design and Technical, HR, Health and Safety, IT, Sales and Marketing, Commercial, Procurement, Group Finance, Corporate Affairs, as well as Legal and Company Secretariat. We also have a specialised function – Barratt Partnerships.

While the work varies from team to team, our key requirements don’t: you must be well organised, extremely helpful and resourceful, and able to use your initiative. You’ll understand that what you do is important, and impacts on your team, the department, and the wider business.

As IT Service Management Analyst, operating within an ITIL environment, you will be supporting the Service Delivery Managers with helping them ensure the smooth day to day running of critical Managed Services and systems provided and supported by our external partners and suppliers as well as internal support teams. You will develop working relationships with individuals within our key suppliers, the business as well as other members of the IT team and act as an escalation for any issues, incidents, changes and problems. You will be required to provide cover to the Service Delivery Manager should they not be available.

This role will primarily be involved with supporting and driving improvement with our partner delivering ITIL processes, Service Desk, Desk side and Infrastructure services but there will also be opportunities to work with a range of suppliers delivering a wide range of technologies.

• Working closely with our partner, you will be responsible for the Joiners, Movers, Leavers procedures, processes and governance.
• You will be communicating with our partners daily ensuring stock levels are being maintained and incidents and requests are being fulfilled within SLA.
• Drive daily reviews of customer satisfaction survey responses driving remedial actions and improvements.
• Act as a technical point of escalation for the outsourced service desk, internal support teams and end users through to executive level.
• Support the Change Enablement and Service Delivery team ensuring change requests are raised and processed through the appropriate lifecycle and that all relevant information is captured.
• Responsible for the IT clinic monthly schedule ensuring locations have the appropriate stock and resources available.
• Oversee the Service Delivery incident, request and approval queues and escalating where required.
• Working with the appropriate IT teams and third‑party providers to scope and deliver ServiceNow ITSM improvements.
• Own major incidents and ensure that correct Incident Management and communication procedures are implemented.
• Support continuous improvement initiatives with internal and external service providers.
• Provide cover for the IT Office & Vendor Manager, raising purchase orders and maintaining the hardware and software inventory using preferred asset management toolsets.
• Attend divisional site visits helping to run IT clinics as per an agreed rota.

• ITIL V4 Foundation Certificate in Service Management.
• Knowledge and experience of ITIL Incident Management, Problem Management, Asset and Change Management process.
• Good understanding of Service Management and Operations.
• Experience working within a fast paced, service delivery function.
• Excellent people skills - negotiation, listening, with the ability to work effectively with all levels of the organisation.
• Intermediate / advanced skillset using Microsoft products such as Teams, Excel, Word, PowerPoint and Outlook.
• Experience of maturing and developing ServiceNow ITSM strategies.
• Strong analytical, organisation, multitasking and prioritisation skills.
• Innovative, flexible, positive ‘Can Do’ approach.
• Confidence and ability to express opinions constructively.
• Self‑motivator, ability to remain focused when working to specific targets and deadline.
• Ability to work under pressure.
• Excellent written, verbal and face to face communication skills.

The role will cover the department’s core operational hours of 07:00 – 18:00 Monday – Friday with the following shift patterns:

• 7:00am – 3:30pm
• 8:00am – 4:30pm
• 9:30am – 6:00pm

The role will also have an On‑Call duty responsibility, covering the hours of 18:00 – 08:00 Monday to Friday and all day on Saturday, Sunday and Bank Holidays. On‑Call is allocated on a rota basis and is shared amongst the entire IT Operations team. A remuneration package is included with the role which includes a standby allowance in addition to an hourly rate for any call‑outs.

The role is hybrid with an expectation of 3 days in the office located in Bardon Hill (LE67). Travel as part of the role includes regular visits to divisional offices located across the UK. Site visits are allocated on a rota basis and are shared amongst the IT Operations teams. Renumeration in the form of expenses is offered for site visit travel.

As part of working for Barratt Redrow PLC and specifically for this role we offer:

• Competitive Salary
• Competitive Bonus Scheme
• Private Medical Cover – Single Cover
• Annual Medical Health Assessment
• 26 days holiday (increase by 1 day for every 3 years’ continuous service up to 29 days)
• Choice of Flexible Benefits
• Enhanced Family Friendly Policies
• Private medical cover
• Pension First‑class pension schemes with the option of up to 10% employer contributions.
• Annual Health Assessment
• Financial Benefits
• Lifestyle Benefits
• So much more…