At a Glance
- Tasks: Support IT operations and ensure smooth transitions with process governance and performance reporting.
- Company: Join Harvey Nash, a leader in tech recruitment with a focus on innovation.
- Benefits: Competitive daily rate, hybrid working, and opportunities for professional growth.
- Other info: Dynamic role with a focus on continuous improvement and stakeholder engagement.
- Why this job: Be part of a transformative project and make a real impact in IT service management.
- Qualifications: Experience in IT service operations and strong knowledge of ITSM/ITIL practices required.
Harvey Nash is now inviting candidates to apply for the role of Service Operations Analyst. Make sure to apply with all the requested information, as laid out in the job overview below.
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 employer: Harvey Nash
At Harvey Nash, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As a Service Operations Analyst in Havant, you will benefit from a hybrid working model, competitive daily rates, and opportunities for professional growth within a supportive team environment focused on IT service excellence. Join us to be part of a transformative journey in IT operations, where your contributions will directly impact our success and the satisfaction of our clients.
StudySmarter Expert Advice🤫
We think this is how you could land Service Operations Analyst
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT service operations field. A friendly chat can lead to insider info about job openings or even a referral. Don't be shy; we all love a good natter!
✨Tip Number 2
Prepare for interviews by brushing up on your ITSM and ITIL knowledge. We recommend creating a cheat sheet of key concepts and examples from your past experiences. This way, you’ll be ready to impress with your expertise when they ask about process governance or performance reporting.
✨Tip Number 3
Showcase your skills through real-life scenarios. When discussing your experience, use the STAR method (Situation, Task, Action, Result) to clearly demonstrate how you've tackled challenges in service operations. We want to see how you’ve made an impact!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always on the lookout for candidates who are proactive and engaged. So, get that CV polished and hit submit!
We think you need these skills to ace Service Operations Analyst
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 performance in previous roles. This helps us see the impact you can bring to our team.
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, so make every word count!
Apply Through Our Website:Finally, 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. We can’t wait to hear from you!
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, Problem, and Change Management processes. This will show that you understand the core responsibilities of the Service Operations Analyst role.
✨Showcase Your Reporting Skills
Prepare to talk about your experience with operational performance reporting. Bring examples of KPIs, SLAs, or OLAs you've worked with, and be ready to explain how you translated data into actionable insights. This will demonstrate your ability to drive performance improvements.
✨Familiarise Yourself with CSDM Concepts
Since the role involves working with Common Service Data Model (CSDM), make sure you understand its principles and how it applies to service data modelling. Being able to discuss how you've supported CSDM implementation in the past will set you apart from other candidates.
✨Engage with Stakeholder Management
Think about your experiences in stakeholder management and how you've communicated effectively with different teams. Be prepared to share specific examples of how you've navigated challenges and ensured smooth collaboration, as this is crucial for the role.
