Service Management Analyst

Join to apply for the Service Management Analyst role at ITV .

The Service Management Analyst will be part of a wider Service Management & Operations team responsible for providing service, support, and operations for internal and external users of ITV’s addressable advertising platform Planet V, as well as a suite of Commercial Technology systems.

You will play an important role in supporting our Service Management & Operations activities and processes, contributing to the service performance, availability, and security of our supported systems. This position offers an opportunity to leverage your organizational, problem-solving, and service management expertise to make a meaningful impact and deliver excellent service.

We are seeking an individual passionate about technology, processes, and service management.

The team

Millions of people use our products. We are customer-focused, data-driven, and adopt a product mindset, utilizing state-of-the-art cloud-first technology. We continually iterate and evolve in a fast-changing environment. Our Technology teams lead the transformation to a digital-first business, making this an exciting time to join us.

As part of the Commercial Technology & Change team, your focus will be on supporting ITV\’s Commercial business to drive revenue across various systems, applications, and users. Joining us means working in a dynamic environment with opportunities to learn, grow, and make a real difference.

Responsibilities:

The role involves a wide range of Service Delivery and Service Management tasks, including but not limited to:

Service Reporting and Service Reviews

• Assist in preparing reports on SLAs, KPIs, service insights, and performance trends.
• Facilitate the preparation and presentation of service and support performance reviews in internal and external forums.
• Use ITSM and Reporting Tools to extract and analyze service performance data, insights, and trends.
• Support cross-departmental Incident Retrospectives and document outcomes via Incident Reports.
• Analyze incident trends, log problem records, and drive root cause analysis and workarounds.
• Track and report on Problem Management activities, presenting trends and risks.
• Support Continuous Service Improvement (CSI) programs within the team.
• Collaborate with Engineering, QA, and Product Teams to identify and pursue service improvements.
• Gather data to measure the benefits of CSI initiatives and report progress.

Audit and Compliance

• Work with the technology team to ensure compliance with industry standards and regulations related to security and operational controls.
• Assist in responding to audits, tracking, and mitigating risks.
• Participate in audit activities and remediation efforts.

Service Introduction

• Support the Service Design & Transition team in ensuring smooth handovers of new or updated services.
• Contribute to Operational Readiness activities for new service launches.
• Participate in Early Life Support processes and forums.

General

• Contribute to broader IT Service Management processes and support ongoing operations.
• Assist the team with organizing meetings, maintaining documentation, and facilitating cross-team initiatives.

Skills you’ll need (minimum criteria):

• 1-3 years’ experience in Service Management, Technical Support, or Operations roles.
• Experience or familiarity with ITSM and Agile project management tools.
• Understanding of ITIL, Service Management, or Support processes.
• Experience creating and analyzing reports on KPIs and metrics.
• Strong facilitation, communication, and stakeholder management skills.
• Proficiency in documentation and maintaining relevant documentation.
• Attention to detail and commitment to high-quality outputs.
• Self-motivated with the ability to work independently and identify improvements.

Other desirable qualities:

• Understanding of technology audits, compliance, and risk management (desirable).
• Familiarity with Agile and DevOps methodologies (desirable).
• Ability to organize and prioritize multiple responsibilities.
• Experience with Problem Management practices and root cause analysis.
• Interest in media, technology, and service management (desirable).
• Experience with media or advertising technologies (desirable).

Please note, applications may close early due to high volume. We encourage early application.

#J-18808-Ljbffr