Service Analyst in Manchester

Overview As a key member of the Operations Department within the Service Management team, you will collaborate closely with Service Managers and Service Delivery Leaders to ensure that all services are delivered in accordance with established policies, processes, and procedures. Reporting directly to the Operations Technical Lead, you will maintain direct communication with both internal and external clients, work to agreed service level agreements (SLAs), support ITIL functions, and assist with the escalation process. A proven ability to manage client expectations and a strong commitment to customer service are essential.
Department: Service Management
Location: North West UK – Hybrid
Compensation: £24,570 – £31,000 / year
CDL is a leading UK software development house with a focus on the Insurance & Finance sectors. The role emphasizes collaboration with CDL support teams and staying informed about evolving technologies and services.
Key Responsibilities Problem-solving and analytical tasks
Creating ad hoc reports
Adhering to ITIL best practices at all times
Supporting the digital delivery system by collaborating with Digital Squads to prioritize workloads and address high-impacting issues
Ensuring all internal processes and documentation are current
Proactively identifying and driving process improvements
We seek candidates who can quickly adapt, deepen their CDL product knowledge, and contribute to a culture of continuous improvement.
Skills, Knowledge and Expertise Experience with ITIL release, change, service management, and/or project management
Ability to meet tight deadlines and manage work pressures effectively
Experience working across various business areas with strong customer focus and corporate awareness
Excellent written and verbal communication skills, with the ability to liaise with internal and external partners
ITIL Foundation qualification (desirable but not essential)
Proficiency in MS Outlook, Word, and Excel
Commitment to high standards of customer care
Strong organizational and prioritization skills
Ownership and accountability for tasks
Effective problem-solving abilities
Benefits Hybrid Working (2 days a week in the office)
Truly flexible working
25 days holiday to start, increasing by 1 day per year of service up to 30 days
Recognition of CDL as a top employer
Excellent training and development platform
Opportunities for career progression
Health and wellbeing programme
Virtual activities, lunch and learns, coffee mornings and meetups
Life and health assurance
Electric Vehicle scheme
Established recognition award system
Parental benefits
Diversity and Inclusion network
Pension scheme
Community projects and volunteer days
Refer a friend bonus
Campus Benefits:
On-site free parking
Open plan modern offices
Quiet spaces are available
Shuttle bus to and from the station
Subsidised restaurant
Games room and chill-out zone
Annual Hackathon & Deep Racer events
Social activities and events through the company group Xtra
Car wash, barber, yoga classes, boot camp, and massage services on site
Cycle to work scheme
Shower and dry rooms
Diversity and Inclusion We\’re on a journey to keep innovating, welcoming new ideas and ways of thinking. CDL recognises that building a diverse workforce is critical to the success of our business. We strongly encourage applications from a diverse talent pool and are open to discussing flexibility requirements and workplace adjustments with all applicants.
Recruitment Agency Notice CDL has a PSL in place but has not used them for over 3 years. Unsolicited submissions of candidate details will be considered unsolicited. Submissions from non-PSL agencies or outside agreed processes will be deemed non-compliant and not eligible for fees or consideration. This policy was last updated in April 2025.

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