At a Glance
- Tasks: Support IT services and drive improvements in a proactive, business-focused team.
- Company: Join National Gas, securing Britain's energy for a sustainable future.
- Benefits: Competitive salary, annual bonus, generous holiday, and double-match pension scheme.
- Other info: Diverse workplace committed to building an inclusive workforce.
- Why this job: Make a real impact on energy security while developing your career in IT service management.
- Qualifications: Experience in ITIL principles, vendor management, and IT service delivery required.
The predicted salary is between 47500 - 52500 £ per year.
National Gas is securing Britain’s energy. We transport gas throughout Great Britain, repair and maintain gas pipelines, and manage the meters that allow millions of homes and businesses to access the energy they need. We are the national gas network, providing secure energy to power Britain, achieve net‑zero, and maintain our industrial competitiveness.
As a Service Management Analyst, you will support our growing portfolio of services. In this role, you will be part of a proactive, business‑focused team, ensuring IT services consistently meet organisational needs through effective ITSM practices, performance management, and strong stakeholder and supplier relationships. Working both independently and collaboratively, you will help maintain the stability, reliability, and continuous improvement of a range of IT services, including third‑party and internally managed solutions. This hands‑on role is ideal for someone experienced in service ownership, supplier performance, and ITIL‑aligned delivery within complex, multi‑vendor environments. Reporting to the Service Delivery Manager, you will oversee the day‑to‑day management of assigned services, providers, and IT functions, while driving service and process improvements. You will ensure adherence to IT processes and best practices, supporting the efficient delivery of infrastructure and application services and maintaining stable, high‑quality systems.
In this role, you will:
- Drive adherence to ITSM processes (Incident, Request, Problem, Change), identifying and implementing continuous improvements.
- Produce and present insights on performance metrics, service trends, and SLA/KPI delivery.
- Manage multiple vendors to ensure effective, long‑term delivery of IT services.
- Collaborate with Service Management and delivery teams to resolve service issues and support smooth transition from project to BAU.
- Partner with suppliers to understand product roadmaps, identify opportunities for value, innovation, and cost optimisation.
- Support ITIL reviews, lead root cause analysis, and coordinate preventative actions.
- Govern vendor‑led changes, ensuring quality, compliance, risk management, and maintenance of the Forward Schedule of Change.
- Oversee and manage contract changes for live services.
- Own the vendor lifecycle from RFP through to transition into live service.
- Manage vendor billing, assets, and compliance, ensuring accurate tracking and governance.
About you:
- Eligible to obtain and/or maintain SC Clearance.
- Solid understanding of ITIL principles and best practice frameworks.
- Strong, evidenced skills in analysis, communication, and stakeholder management.
- Experience using ITSM platforms (e.g. ServiceNow) and reporting/analytics tools.
- Proven experience managing vendors and ensuring delivery aligned to contractual obligations.
- Demonstrated experience in IT service delivery, ideally within a regulated or operational environment.
What we can offer you:
- Salary c. £50,000 (dependent on experience)
- Annual bonus of 6% based on personal and company performance
- 26 days’ holiday plus 8 statutory holidays – plus option to buy 5 additional days
- Double‑match pension scheme – for every £1 you put in, we’ll add £2 (max company contribution 12%)
- Opt‑In flexible benefit scheme, including salary sacrifice private healthcare, dental insurance, technology plans and more
- Financial protection with 10x salary death in service and financial support if you’re unable to work due to long‑term illness or injury
- Excellent family‑friendly provisions – maternity/paternity/adoption/surrogacy/shared parental leave
- Career progression, professional training and development
- Employee assistance programme offering free confidential professional counselling 24/7
- Financial support to cover the cost of professional membership subscriptions and study support
National Gas is securing Britain’s energy. Gas is an essential part of a secure energy supply in Britain, and will continue to play a vital role for decades to come. We are responsible for transporting gas to power stations, major industries, storage facilities, more than 500,000 businesses, and 23 million homes through nearly 5,000 miles of pipes across Britain. National Gas is also proud to lead the way in transforming the energy network for a net‑zero future. Gas provides the energy security to support renewable electricity generation, and we are developing our infrastructure to transport hydrogen and carbon dioxide across the country. We are committed to building a workforce that represents the communities we serve. We celebrate the different experiences our colleagues bring to our organisation, and strongly encourage applicants of all backgrounds to apply.
The successful candidate must be able to achieve and maintain Security Check (SC) security clearance for this role. Many of the positions within our company are subject to national security clearance and Trade Control restrictions. This means that your eligibility for certain roles may be affected by your place of birth, nationality, current or former citizenship, and any residency you hold or have held.
Service Management Analyst employer: National Gas
National Gas is an exceptional employer, offering a dynamic work environment where you can contribute to securing Britain's energy future. With a strong focus on employee growth, we provide extensive training and development opportunities, alongside a competitive salary and benefits package that includes a double-match pension scheme and generous holiday allowances. Join our inclusive team and be part of a mission-driven organisation that values innovation and collaboration in the pursuit of a net-zero future.
StudySmarter Expert Advice🤫
We think this is how you could land Service Management Analyst
✨Tip Number 1
Network like a pro! Reach out to current employees at National Gas on LinkedIn or through mutual connections. Ask them about their experiences and any tips they might have for landing the Service Management Analyst role.
✨Tip Number 2
Prepare for the interview by brushing up on ITIL principles and service management best practices. We recommend creating a list of real-life examples where you've successfully managed vendors or improved IT services to showcase your skills.
✨Tip Number 3
Don’t just wait for job openings! Keep an eye on our website and apply as soon as you see a relevant position. The sooner you apply, the better your chances of standing out in the crowd.
✨Tip Number 4
Follow up after your interview with a thank-you email. It’s a great way to express your enthusiasm for the role and remind them why you’re the perfect fit for the Service Management Analyst position.
We think you need these skills to ace Service Management Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Management Analyst role. Highlight your experience with ITIL principles, vendor management, and any relevant ITSM platforms like ServiceNow. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about securing Britain’s energy and how your background makes you a perfect fit for our team. Don’t forget to mention your experience in service delivery and stakeholder management.
Showcase Your Achievements:When detailing your experience, focus on specific achievements that demonstrate your ability to drive service improvements and manage vendor relationships. Numbers and metrics can really make your application stand out, so don’t hold back!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at National Gas
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL principles and best practices. Be ready to discuss how you've applied these in previous roles, especially in service delivery and vendor management. This will show that you understand the framework and can effectively drive adherence to ITSM processes.
✨Showcase Your Analytical Skills
Prepare to present insights on performance metrics and service trends. Think of examples where you've used reporting or analytics tools to improve service delivery. This will demonstrate your ability to analyse data and make informed decisions, which is crucial for the role.
✨Vendor Management Experience is Key
Be ready to talk about your experience managing vendors and ensuring they meet contractual obligations. Share specific examples of how you've collaborated with suppliers to optimise costs and drive service improvements. This will highlight your hands-on experience in a multi-vendor environment.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage service issues. Think through potential challenges you might face in this role and how you would address them. This will help you demonstrate your proactive approach and readiness to tackle real-world situations.
