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- Tasks: Join us as an ICT Service Analyst, overseeing IT service delivery and ensuring top-notch support.
- Company: Milton Keynes City Council is a modern, diverse employer dedicated to improving community services.
- Benefits: Enjoy 28 days holiday, excellent pension, family-friendly policies, and discounts on travel and entertainment.
- Why this job: Make a real impact in your community while developing your skills in a supportive environment.
- Qualifications: 2 years' experience in ITIL framework, Microsoft 365, and proven analytical problem-solving skills required.
- Other info: Flexible working options available, with site-based roles allowing up to two days of remote work.
The predicted salary is between 36000 - 60000 £ per year.
We’re recruiting an analytical person with good problem and risk solving skills to join us as the IT Service Delivery Lead.
You’ll oversee the activities that are performed by the IT department to design, build, deliver, operate, and control information technology (IT) that ensure services and practises meet business needs.
This is a site-based role.
Interviews for this role will be held on 11 August 2025.
Milton Keynes City Council is a modern and friendly place to work. Find out more about working with us here: www.mkcounciljobs.org.uk
Main Responsibility
- Document the design of new services, as well as changes and improvements to existing ones, assist in identifying service requirements, and manage service levels and offerings (packages)
- Ensure the transition of changes to services are carried out in a coordinated way and that service configuration, asset, knowledge related catalogues and information is kept up to date.
- Make sure that operational practises of fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks are delivered effectively and efficiently.
- Learn from past successes and failures to continually improve the effectiveness and efficiency of practises and services, in line with the concept of continual improvement.
- Assist with service strategy by assessing and determining service performance/risk in line with agreed levels and recommend what capabilities need to be developed.
The Ideal Candidate
- A minimum of 2 years’ experience of working in a ITIL framework within a medium to large sized organisation.
- Experience of enterprise sized IT Service Management systems Experience of Microsoft 365 SharePoint and the Power Platform Suite ITIL V4 Foundation Certified.
- Proven analytical approach problem and risk solving using appropriate resources.
- Proven ability to work on own initiative and support colleagues when working under pressure.
- Evidenced understanding of service level agreements and their service-related performance metrics.
Package Description
In addition to your salary, we offer a range of benefits including:
- Great holiday benefits – most roles include 28days annual leave every year on top of public (bank) holidays, increasing to 32days after five years.In addition, there is a holiday purchase scheme allowing staff to purchase up to 5 additional days of leave each year.
- Excellent pension – everyone who works for us can join the national Local Government Pension Scheme, widely regarded as one of the best available.
- A full range of family friendly policies including enhanced maternity, adoption and paternity support and a childcare subsidy.
- Access to an award-winning employee benefits programme that includes a health cash plan, a low-cost bike purchase scheme as well as high street discounts and money off entertainment and travel.
- Salary sacrifice car scheme – low-cost leasing of electric and low emission vehicles.
- Blue Light Card – employees working within social care can qualify for an additional range of discounts from national retailers and local businesses.
Our roles are either designated ‘site based’ or ‘home based’. ‘Site based’ roles can include up to two days a week working from home whilst ‘home based’ roles are based at home four days a week.Of course, managers designate which category roles are in based on the needs of the service and the circumstances.
About The Organisation
Milton Keynes City Council is a large, modern and financially stable employer with around 2,500 people working across our eight areas. Together we provide local residents and businesses with a wide range of important round-the-clock services and aim to make our city a better place to live.
We work hard because of the demands placed on us, like protecting children from harm or preventing homelessness. However, working for the city is always rewarding and everyone has the opportunity to make a real difference.
We’re very proud of our diversity and are committed to having a workforce that reflects the community we serve. Whatever your background, you will be welcome here if you share our values of being dedicated, respectful and collaborative.
We offer great training and support and because of the size and scale of the organisation there are always new opportunities to explore when it’s time for a new role.
If you’d like to know more about how we do things and what matters to us, take a look at our short booklet What makes us Milton Keynes City Council.
- Business Unit Finance & Resources – Services- ICT
- Location Civic Offices, 1 Saxon Gate East, Central Milton Keynes, Buckinghamshire, United Kingdom
Milton Keynes City Council l Civic l 1 Saxon Gate East l Central Milton Keynes l MK9 3EJ
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ICT Service Analyst employer: Milton Keynes
Contact Detail:
Milton Keynes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ICT Service Analyst
✨Tip Number 1
Familiarise yourself with the ITIL framework, as this role requires a solid understanding of its principles. Consider joining online forums or local meetups to discuss best practices and gain insights from others in the field.
✨Tip Number 2
Brush up on your analytical skills by working on real-world case studies or simulations related to IT service management. This will help you demonstrate your problem-solving abilities during the interview.
✨Tip Number 3
Network with current or former employees of Milton Keynes City Council through LinkedIn. They can provide valuable insights into the company culture and expectations for the ICT Service Analyst role.
✨Tip Number 4
Prepare specific examples from your past experience that showcase your ability to manage service levels and improve operational practices. Be ready to discuss these during the interview to highlight your fit for the role.
We think you need these skills to ace ICT Service Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in ITIL frameworks and service management. Emphasise your analytical skills and any specific projects where you've successfully solved problems or improved services.
Craft a Strong Cover Letter: In your cover letter, address how your background aligns with the responsibilities of the ICT Service Analyst role. Mention your experience with Microsoft 365 SharePoint and the Power Platform Suite, and how you can contribute to Milton Keynes City Council's goals.
Showcase Relevant Skills: Clearly outline your problem-solving abilities and experience working under pressure. Use specific examples to demonstrate your understanding of service level agreements and performance metrics.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for the role.
How to prepare for a job interview at Milton Keynes
✨Understand the ITIL Framework
Make sure you have a solid grasp of the ITIL framework, as this role requires at least 2 years of experience within it. Be prepared to discuss how you've applied ITIL principles in your previous roles and how they can benefit the organisation.
✨Showcase Your Analytical Skills
Since the position requires strong analytical skills for problem and risk solving, come prepared with examples of past challenges you've faced. Highlight your thought process and the steps you took to resolve issues effectively.
✨Familiarise Yourself with Microsoft 365 and Power Platform
As experience with Microsoft 365 SharePoint and the Power Platform Suite is essential, ensure you can discuss your familiarity with these tools. Consider sharing specific projects where you utilised these platforms to enhance service delivery.
✨Demonstrate Continuous Improvement Mindset
The role emphasises continual improvement, so be ready to talk about how you've learned from past successes and failures. Discuss any initiatives you've led or contributed to that improved service efficiency or effectiveness.
