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- Tasks: Enhance IT service management processes and support a major enterprise client.
- Company: Dynamic managed services organisation with a focus on innovation.
- Benefits: Hybrid working model, career progression, and collaborative environment.
- Other info: Opportunity to work with a large enterprise client and improve operational resilience.
- Why this job: Take ownership of service processes and grow into a Service Manager role.
- Qualifications: Experience in IT Service Management and strong understanding of ITIL practices.
The predicted salary is between 45000 - 55000 £ per year.
Location: Hybrid – South East England (Surrey / Berkshire area) - circa 3 days per month
Type: Permanent
Overview
A specialist managed services organisation supporting a major enterprise client is seeking a Senior IT Service Management Analyst to help strengthen and mature its service management function. This role sits within a small but highly specialised delivery team responsible for supporting a complex, business-critical platform used for large-scale financial and operational reporting. You will work closely with senior delivery leadership to formalise service governance, improve operational processes, and support the evolution of the managed service model. The position offers an excellent opportunity for an experienced IT Service Management professional who wants to take ownership of service processes and develop into a Service Manager role over time.
Key Responsibilities
- Develop and maintain a structured service catalogue covering multiple platform services and modules
- Map and maintain the support model across Tier 1, 2 and 3 support teams
- Ensure clear ownership, escalation paths and documentation across services
- Coordinate knowledge transfer and documentation across technical teams
- Support ongoing operational resilience through structured service processes
Service Management & Governance
- Coordinate and track service management processes including Incident, Problem and Change
- Support monthly service reporting and KPI tracking
- Prepare material for service review meetings with senior stakeholders
- Monitor SLA delivery and highlight risks or improvement opportunities
- Assist with remediation planning for recurring service issues
Service Improvement & Maturity
- Drive improvements in service governance and operational processes
- Support the evolution of the managed service model as the platform grows
- Help align operational delivery with recognised ITIL service management practices
- Work closely with technical teams to ensure service operations remain sustainable and scalable
Stakeholder & Commercial Coordination
- Work with internal delivery leads and technical teams to gather operational metrics
- Support discussions relating to service charging, service lifecycle management and support cost modelling
- Assist in aligning service delivery with contractual obligations and service commitments
Required Experience
- Experience working in IT Service Management within a managed service or enterprise IT environment
- Strong understanding of ITIL practices, particularly Service Catalogue, Incident, Problem and Change Management
- Experience supporting service governance, reporting and operational processes
- Comfortable coordinating across multiple technical teams and stakeholders
- Strong organisational and analytical skills
- ITIL Foundation or higher
- Experience working within managed service providers (MSP) or outsourced IT environments
- Exposure to service catalogue management or service lifecycle governance
- Experience preparing service review reporting or SLA performance reports
This role operates in a hybrid working model. The successful candidate will initially spend time onsite during onboarding and collaboration sessions, with flexibility around longer-term working patterns. The position offers the opportunity to work within a collaborative technical environment supporting a large enterprise client, with clear scope for career progression into a Service Manager role.
Information Technology Service Management Analyst employer: TechNET IT Recruitment Ltd
Contact Detail:
TechNET IT Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Information Technology Service Management Analyst
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at local meetups. 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 and scenarios related to IT Service Management. We recommend role-playing with a friend or using online resources to get comfortable with your responses.
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your experience with service governance, operational processes, and ITIL practices. This can really set you apart during interviews.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Information Technology Service Management Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the job description. Highlight your experience in IT Service Management and any relevant ITIL practices. 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 the perfect fit for the role and how you can contribute to our service management function. Keep it engaging and personal – we love a bit of personality!
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use specific examples of how you've improved processes or contributed to service governance in previous roles. We’re all about results here at StudySmarter!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy!
How to prepare for a job interview at TechNET IT Recruitment Ltd
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge, especially around Service Catalogue, Incident, Problem, and Change Management. Be ready to discuss how you've applied these practices in previous roles, as this will show your understanding of the framework and its importance in service management.
✨Showcase Your Analytical Skills
Prepare examples that highlight your organisational and analytical skills. Think about times when you've tracked service management processes or improved operational resilience. Being able to articulate these experiences will demonstrate your capability to handle the responsibilities of the role.
✨Understand the Business Context
Familiarise yourself with the specific challenges faced by managed service providers and enterprise IT environments. This will help you connect your experience to the company's needs and show that you're not just a technical expert but also understand the bigger picture.
✨Prepare for Stakeholder Engagement
Since you'll be coordinating with various technical teams and stakeholders, think about how you've successfully managed these relationships in the past. Prepare to discuss your approach to communication and collaboration, as well as any experience you have with service review reporting or SLA performance.