IT Service Management Analyst

This role offers a salary up to £45,000 plus a comprehensive benefits package.

Within a business showing continuous growth, you will strengthen established IT service delivery services across a complex enterprise environment. It offers the opportunity to lead on Change Management & Major Incident Management while also supporting governance, compliance, and continuous improvement. You’ll work with recognized frameworks such as ITIL, ISO
20000, and ISO
27001. It suits an IT service management professional who thrives in high‑impact situations and values structure, quality, and measurable outcomes.

• Manage the Major Incident process, ensuring rapid resolution, clear communication, and stakeholder confidence.
• Oversee Change Management activities, coordinating CAB processes and reducing operational risk.
• Lead Problem Management initiatives, including root cause analysis and preventative actions.
• Support Service Transition for new and changed services, ensuring operational readiness and compliance.
• Monitor, measure, and report on service performance against SLAs.
• Produce monthly service reports and lead regular service review meetings.
• Support Business Continuity & Disaster Recovery planning, including 6‑monthly or annual BCP and DR testing and summary reporting.
• Design and implement lean ITSM processes aligned to ISO
  20000 and ISO
  27001 standards.
• Identify and document opportunities for continuous service improvement.

• Strong working knowledge of ITIL best practices and IT service governance.
• Experience with a Service Management platform (e.g., Jira).
• Experience chairing CAB meetings or leading Change Management processes.
• Strong analytical and problem‑solving skills with experience in root cause analysis.
• Ability to communicate effectively with technical teams and senior business stakeholders.
• Experience producing service reports using tools such as Jira, Power BI, or advanced Excel.
• Practical understanding of ISO
  20000 and ISO
  27001 standards.
• ITIL Foundation certification.
• Desirable: ISO
  20000 and/or ISO
  27001 certifications.

• Permanent IT service management role with long‑term stability.
• Professional development and certification support.
• Exposure to enterprise‑level ITSM, compliance, and governance.
• Co‑operative, process‑driven environment focused on quality and improvement.
• Hybrid working model (Hybrid – Leeds).

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

Job Title: IT Service Management Analyst
Location: Hybrid – Leeds
Salary: Up to £45,000 + comprehensive benefits package