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 Southampton employer: Harvey Nash
Harvey Nash is an exceptional employer that values innovation and collaboration, offering a dynamic work culture that fosters professional growth and development. With a focus on IT service management transformation, employees benefit from a supportive environment that encourages continuous improvement and provides opportunities to work with cutting-edge technologies in a hybrid setting in Havant. The company prioritises employee well-being and offers competitive remuneration, making it an attractive choice for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Service Operations Analyst in Southampton
✨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 practising common questions related to ITSM and service operations. We recommend role-playing with a mate or using online resources to get comfortable discussing your experience with Incident and Change Management.
✨Tip Number 3
Showcase your skills through real-life examples. When you get the chance to chat with potential employers, highlight specific instances where you've improved processes or handled major incidents. We want to see that you can walk the walk!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we often have exclusive roles listed there that you won't find anywhere else. Let's get you that Service Operations Analyst gig!
We think you need these skills to ace Service Operations Analyst in Southampton
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, keep it 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:We encourage you to apply through our website for a smoother process. It helps us keep track of applications better and ensures you don’t miss out on any important updates. Plus, it’s super easy!
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 Reporting Skills
Prepare examples of operational performance reporting you've done in the past. Highlight your experience with KPIs, SLAs, and how you've translated data into actionable insights. This will demonstrate your ability to provide performance reporting across core ITSM practices.
✨Understand the Outsourcing Landscape
Since this role involves working with an outsourced partner, be prepared to discuss your experience in managed service environments. Share specific examples of how you've assured and governed processes in such settings.
✨Engage with Stakeholders
Stakeholder management is key in this role. Think about times when you've successfully communicated with various stakeholders. Be ready to discuss how you ensured their needs were met while maintaining process governance and assurance.
