At a Glance
- Tasks: Monitor and improve IT service performance while collaborating with diverse teams.
- Company: Join Transport for London, a leader in sustainable transport solutions.
- Benefits: Enjoy free travel, 30 days annual leave, and a final salary pension scheme.
- Other info: Hybrid working model with excellent career growth opportunities.
- Why this job: Make a real impact on London's transport network through technology.
- Qualifications: Experience in IT Service Management and strong analytical skills required.
The predicted salary is between 23735 - 29009 £ per year.
Welcome to Transport for London Careers. Take a look at job opportunities with us and you may be surprised at what you discover: a rich heritage, a commercial outlook, an iconic brand, a unique public service. It all adds up to make Transport for London a great place to develop your career. Here you can start your journey!
Key Information
- Salary: £63-67k (dependant on skills and experience)
- Grade: Band 3
- Contract type: Permanent
- Reference: 5197
- Team: Service Owner - Networks and Hosting
- Directorate: TfL Corporate
- Application closing date: Sunday 23rd August 2026
All offers of employment are subject to satisfactory right‑to‑work checks. Candidates must be able to demonstrate their right to work in the UK. At the present time TfL is unable to offer visa sponsorship for this role.
About Us
Transport for London (TfL) keeps London moving, serving millions of customers every day through one of the world's most complex and integrated transport networks. Behind every journey is a diverse range of technology services that enable safe, reliable and efficient transport across the capital. The work you do supports the future of sustainable transport. Technology Products & Operations (TP&O) is responsible for the delivery, support and continuous improvement of the technology services that underpin TfL's operations. Joining TfL means being part of an organisation where technology has a direct impact on people's lives, helping deliver better services for customers, colleagues and London as a whole.
Our Team
The Networks & Hosting team sits within Technology Products & Operations and is responsible for ensuring the effective performance, governance and continuous improvement of a wide range of critical infrastructure services. Working closely with Managers, Service Owners, Technology Service Operations (TSO), third‑party suppliers and senior stakeholders, the team provides oversight of service performance, service governance, reporting and continual service improvement activities across the service lifecycle. The team is highly collaborative and plays a central role in:
- IT Service performance management and governance.
- Incident, problem and risk management oversight.
- Service reporting and trend analysis.
- Business relationship management across TP&O and wider TfL.
- Supporting operational excellence across Networks & Hosting services.
This is an excellent opportunity for an experienced service management professional who enjoys working with data, influencing stakeholders and driving service improvements across a complex technology environment.
About the Role
As a Senior Service Analyst, you will be responsible for ensuring the effective management and reporting of services across your portfolio, helping to maintain high standards of service quality, performance and governance. You will work closely with Managers and Senior stakeholders to analyse operational performance, identify trends, manage governance activities and provide recommendations that improve service outcomes. A significant part of the role involves leading service management reporting activities, including the review and analysis of the department’s performance against targets and SLAs relating to incidents, service requests, knowledge articles, risks, problems and continual service improvements. You will provide meaningful insight to support operational and strategic decision-making and ensure service management processes are effectively adopted and adhered to across the organisation.
Key responsibilities include:
- Monitor, analyse, and report on IT service performance, identifying trends and opportunities for improvement.
- Provide governance and assurance across IT Service Management processes and practices.
- Build strong relationships with stakeholders, suppliers, and delivery teams to support effective service outcomes.
- Deliver expert guidance on ITSM best practices, driving service excellence and continual improvement.
- Communicate service performance, risks, and recommendations to operational and senior management audiences.
This role offers exposure to a broad range of infrastructure technologies and service management disciplines, making it an ideal opportunity for someone looking to further develop their career within a large-scale, enterprise technology environment.
Essential Skills and Knowledge
- Proven experience in IT Service Management, Service Delivery, or Service Operations.
- Strong understanding of ITSM principles, service governance, service lifecycle management, and performance reporting.
- Experience analysing service performance data, identifying trends, and producing management insights.
- Skilled in stakeholder management and delivering against service levels and operational targets.
- Experience with ITSM tools, including Remedy or similar platforms.
- Advanced proficiency in Microsoft Excel, PowerPoint, and Power BI.
- Excellent communication, influencing, and presentation skills, with the ability to engage senior stakeholders.
- Strong analytical and problem-solving capabilities.
- Excellent planning, organisation, and prioritisation skills.
- Adaptable and responsive to changing business priorities.
- Strong business and organisational awareness, with an understanding of how technology services support business outcomes.
- Customer-focused, with a commitment to delivering service excellence.
Qualifications
Degree in a relevant technology discipline, equivalent professional qualification, or demonstrable industry experience in IT Service Management experience and/or practical application within a large organisation.
Desirable – Skills and Knowledge
- ITIL Practitioner, ITIL Managing Professional, or other relevant ITSM certifications.
- Familiarity with KPI, SLA, OLA, and service governance frameworks.
- Knowledge of Technology Service Operations governance processes.
- Experience participating in Risk, Problem and Continual Service Improvement forums.
- Knowledge of cloud, hosting, network, or infrastructure services.
- Knowledge of Service Integration and Management (SIAM) or multi-supplier service models.
If you have some but not all these skills, support and training can be provided. If you are passionate about service excellence, enjoy working with data and stakeholders, and want to help deliver technology services that support millions of journeys across London every day, we'd love to hear from you.
Equality, diversity and inclusion
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria.
Benefits
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the level of role but mostly include the below:
- Final salary pension scheme
- Free travel for you on the TfL network
- Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
- 30 days annual leave plus public and bank holidays
- TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
- Tax‑efficient cycle-to-work programme
- Retail, health, leisure and travel offers
- Discounted Eurostar travel
Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4 week period. Hybrid working arrangements can evolve subject to business requirements. We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.
Vetting Process
At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter explains the checks we carry out before you join us, helping ensure we create a safe, inclusive and reliable network for everyone who depends on our services. We simply ask that the information you provide is honest and accurate so we can progress your application smoothly. If something doesn’t match or can’t be verified, we may not be able to move forward with your application, but we’ll always treat you with transparency, respect, and clear communication throughout.
Senior Service Analyst - AIT130 employer: Future of London
Transport for London (TfL) is an exceptional employer, offering a dynamic work environment that fosters innovation and inclusivity. With a strong commitment to employee growth, TfL provides opportunities for professional development while ensuring a healthy work-life balance through hybrid working arrangements. Employees enjoy generous benefits, including free travel on the TfL network, a final salary pension scheme, and a focus on equality, diversity, and inclusion, making it a rewarding place to build a meaningful career in the heart of London.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Analyst - AIT130
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Future of London values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Future of London might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Future of London!
✨Direct Apply to Future of London
Let's not forget to apply directly through the Future of London website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Senior Service Analyst - AIT130
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Future of London.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Future of London. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Future of London
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
