At a Glance
- Tasks: Support IT operations and ensure smooth transitions with process governance and performance reporting.
- Company: Harvey Nash, a leader in tech recruitment with a focus on innovation.
- Benefits: Competitive daily rate, hybrid work model, and opportunities for professional growth.
- Other info: Fast-paced environment with excellent career advancement potential.
- Why this job: Join a dynamic team and make a real impact in IT service management.
- Qualifications: Experience in IT service operations and strong knowledge of ITSM/ITIL practices.
The predicted salary is between 30000 - 40000 £ per year.
Harvey Nash is now inviting candidates to apply for the role of Service Operations Analyst. Initial 6 months contract. Inside of IR35, £417 - £525 a day. Havant / Hybrid.
Service Management Transformation
You will support BAU IT operations and the transition to a new outsource partner by providing process governance, assurance, and performance reporting across core ITSM practices. The role works with the Head of Service Operations and Service Operations Manager to help ensure consistent application of Incident, Major Incident, Problem and Change Management processes, and strong integration with Service Desk operations.
Key Responsibilities
- ITSM Process Governance & Assurance (Incident / Problem / Change / Major Incident)
- Outsource Transition Assurance
- Performance Reporting & Service Data (CSDM)
- Major Incident Management & Communications
- Stakeholder Management
Essential Experience
- Experience in IT service operations within an outsourced / managed service environment, with sufficient operational understanding to assure and govern Incident, Major Incident, Problem and Change processes.
- Strong knowledge of ITSM/ITIL practices with emphasis on process governance/assurance, controls, and continuous improvement.
- Good understanding of Service Desk operations (triage, categorisation, routing, escalation, knowledge) and how Service Desk data drives performance reporting.
- Experience producing operational performance reporting (KPIs/SLAs/OLAs), including trend analysis, exception reporting, and translating data into actionable insight.
- Experience with Common Service Data Model (CSDM) concepts and/or service data modelling, and the ability to support CSDM implementation through definitions, data quality, and stakeholder adoption.
- Working knowledge of ITSM tooling (e.g., ServiceNow), including reporting and data quality practices; familiarity with CMDB/service portfolio concepts is advantageous.
- Able to work with pace and attention to detail across multiple data sources and stakeholders.
Please apply with your most recent CV for consideration.
Service Operations Analyst in Havant employer: Harvey Nash Group
Harvey Nash is an exceptional employer that values innovation and collaboration, offering a dynamic work environment in Havant with hybrid working options. Employees benefit from a strong focus on professional development, with opportunities to enhance their skills in IT service management while contributing to meaningful projects that drive transformation. The supportive culture fosters teamwork and encourages continuous improvement, making it an ideal place for those seeking a rewarding career in service operations.
StudySmarter Expert Advice🤫
We think this is how you could land Service Operations Analyst in Havant
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to IT service operations. Think about your past experiences and how they relate to the role of Service Operations Analyst. We want you to shine when it’s your turn to impress!
✨Tip Number 3
Showcase your skills with real examples! When discussing your experience, highlight specific instances where you’ve successfully managed incidents or improved processes. This will help potential employers see the value you bring to the table.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and take the initiative to reach out directly.
We think you need these skills to ace Service Operations Analyst in Havant
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Operations Analyst role. Highlight your experience in IT service operations and any relevant ITSM/ITIL practices you've worked with. We want to see how your skills match what we're looking for!
Showcase Your Achievements:Don’t just list your responsibilities; showcase your achievements! Use metrics where possible to demonstrate how you’ve improved processes or contributed to performance reporting. This helps us see the impact you've made in previous roles.
Be Clear and Concise:When writing your application, be clear and concise. Avoid jargon unless it’s relevant to the role. We appreciate straightforward communication that gets to the point, especially when it comes to your experience with Incident, Major Incident, Problem, and Change Management.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications better and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Harvey Nash Group
✨Know Your ITSM Inside Out
Make sure you brush up on your ITSM and ITIL knowledge. Understand the key processes like Incident, Problem, and Change Management. Be ready to discuss how you've applied these in past roles, especially in an outsourced environment.
✨Showcase Your Reporting Skills
Prepare to talk about your experience with performance reporting. Bring examples of KPIs, SLAs, and how you've used data to drive improvements. If you can, have a few reports or dashboards ready to demonstrate your skills.
✨Understand the Transition Process
Since this role involves supporting an outsource transition, be familiar with what that entails. Think about any relevant experiences you've had and be ready to discuss how you can ensure smooth transitions and governance.
✨Engage with Stakeholders
Stakeholder management is key in this role. Prepare examples of how you've successfully communicated and collaborated with different teams. Highlight your ability to translate technical jargon into understandable terms for non-technical stakeholders.
