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 and service management.
- Benefits: Competitive daily rate, hybrid work model, and opportunity for professional growth.
- Other info: Fast-paced environment with opportunities to enhance your skills and career.
- Why this job: Join a dynamic team and make a real impact on IT service transformation.
- Qualifications: Experience in IT service operations and strong knowledge of ITSM/ITIL practices.
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 Langstone employer: Harvey Nash
At Harvey Nash, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our Havant location provides a hybrid working model, allowing for flexibility while engaging in meaningful projects that drive IT service management transformation. We are committed to employee growth, providing opportunities for professional development and continuous improvement within a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Service Operations Analyst in Langstone
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT service operations field. 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 brushing up on your ITSM and ITIL knowledge. Be ready to discuss how you've handled Incident, Major Incident, Problem, and Change Management processes in past roles.
✨Tip Number 3
Showcase your analytical skills! Be prepared to talk about your experience with performance reporting and how you've used data to drive improvements in service operations.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Service Operations Analyst in Langstone
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 align with the job description!
Showcase Your Achievements:When detailing your experience, focus on specific achievements that demonstrate your ability to govern and assure processes like Incident and Change Management. Use metrics where possible to show the impact of your work – numbers speak volumes!
Keep It Clear and Concise:Your application should be easy to read and straight to the point. Avoid jargon unless it’s relevant to the role. We appreciate clarity, so make sure your key points stand out without unnecessary fluff.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter!
How to prepare for a job interview at Harvey Nash
✨Know Your ITSM Inside Out
Make sure you brush up on your ITSM and ITIL knowledge before the interview. Be ready to discuss how you've applied these practices in previous roles, especially around Incident, Major Incident, Problem, and Change Management processes.
✨Showcase Your Data Skills
Since performance reporting is key for this role, prepare examples of how you've produced operational performance reports in the past. Highlight your experience with KPIs, SLAs, and how you've translated data into actionable insights.
✨Familiarise Yourself with CSDM Concepts
Understanding the Common Service Data Model (CSDM) is crucial. Be prepared to discuss how you've supported CSDM implementation and how you ensure data quality and stakeholder adoption in your previous roles.
✨Engage with Stakeholder Management
This role involves a lot of stakeholder interaction, so think of examples where you've successfully managed relationships. Show that you can communicate effectively and work collaboratively across different teams.
