At a Glance
- Tasks: Support IT service operations with governance, reporting, and performance insights during a major transformation.
- Company: Join a leading utilities client focused on innovation and operational excellence.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic role with opportunities to engage with multiple teams and data sources.
- Why this job: Make a real impact by driving data-led improvements in IT service operations.
- Qualifications: Experience in IT service operations and strong analytical skills required.
The predicted salary is between 35000 - 45000 £ per year.
We're working with a utilities client seeking a Service Operations Analyst to support governance, reporting, and performance insight across IT service operations during a major transformation programme. This role focuses on ITSM process assurance, service performance reporting, and driving data‑led improvements to ensure operational effectiveness.
Key Responsibilities
- Provide governance and assurance across Incident, Major Incident, Problem and Change processes
- Produce and maintain service performance reporting (KPIs, SLAs, OLAs, trends)
- Analyse operational data to identify risks, recurring issues, and improvement opportunities
- Design and deliver dashboards and MI packs for operational and senior stakeholders
- Perform quality checks on change records, incident data, and PIRs
- Support MSP transition readiness, including reporting and process assurance
- Contribute to CSDM service data improvements and data quality initiatives
Key Requirements
- Experience in IT service operations with a focus on governance and reporting
- Strong understanding of ITIL / ITSM processes and controls
- Proven experience producing MI / KPI reporting and trend analysis
- Good knowledge of Service Desk operations and performance metrics
- Experience with ServiceNow (or equivalent ITSM tooling), including reporting
- Strong analytical skills and ability to translate data into insight
- Exposure to CSDM or service data modelling (desirable)
Ideal Profile
- Detail‑oriented and analytical
- Strong communication and stakeholder engagement skills
- Proactive with a continuous improvement mindset
- Comfortable working across multiple data sources and teams
Service Operations Analyst in Havant employer: Lorien
As a leading utilities provider, we pride ourselves on fostering a collaborative and innovative work environment where Service Operations Analysts can thrive. Our commitment to employee growth is evident through tailored training programmes and opportunities for career advancement, all while contributing to meaningful projects that enhance service delivery. Located in a vibrant area, our workplace culture promotes work-life balance and encourages a proactive approach to continuous improvement, making us an excellent employer for those seeking impactful and rewarding careers.
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 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 how your experience aligns with governance and reporting, and be ready to share specific examples that showcase your analytical skills.
✨Tip Number 3
Showcase your data skills! Create a portfolio of dashboards or reports you've designed, especially if they relate to KPIs or SLAs. This will give you an edge and demonstrate your ability to translate data into actionable insights.
✨Tip Number 4
Don't forget to apply through our website! We love seeing candidates who are proactive and engaged. Plus, it’s a great way to ensure your application gets the attention it deserves.
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 speaks directly to the role of Service Operations Analyst. Highlight your experience with IT service operations, governance, and reporting. We want to see how your skills align with the key responsibilities mentioned in the job description.
Showcase Your Analytical Skills:Since this role is all about data and insights, don’t shy away from showcasing your analytical prowess. Include examples of how you've used data to drive improvements or solve problems in previous roles. We love a good story backed by numbers!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about the role and how your background makes you a perfect fit. We appreciate a personal touch, so let your personality come through while keeping it professional.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Lorien
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL and ITSM processes before the interview. Be ready to discuss how you've applied these frameworks in your previous roles, especially in governance and reporting. This will show that you understand the core principles that drive service operations.
✨Showcase Your Analytical Skills
Prepare to talk about specific examples where you've used data analysis to identify risks or improve service performance. Bring along any dashboards or reports you've created in the past to demonstrate your ability to translate data into actionable insights.
✨Familiarise Yourself with ServiceNow
If you have experience with ServiceNow or similar ITSM tools, be ready to discuss it! Highlight any reporting features you've used and how they contributed to operational effectiveness. If you don’t have direct experience, do some research to understand its functionalities.
✨Engage with Stakeholders
Since this role involves working with various stakeholders, think of examples where you've successfully communicated complex information to non-technical audiences. Practice articulating your thoughts clearly and concisely, as strong communication skills are key to this position.
