Service Analyst

Role Title – Service Analyst _ (Contract Inside IR35)- Hybrid (3 days)
- Location:

Leeds/London

SC Cleared

• Support the Service Delivery Manager with key deliverables, reporting, planning, and operational oversight.
• Assist with day-to-day service operations, providing coverage across all the Service Management practices including incident, problem, and service management.
• Collaborate on service design initiatives, supporting prototyping, testing, and validation.
• Translate insights into clear service requirements and actionable recommendations.
• Monitor service KPIs, ensuring services meet performance, quality, and compliance standards and communicate in service reviews.
• Assist with day-to-day service reviews and ongoing operational oversight.
• Facilitate workshops to align stakeholders and codesign solutions.
• Maintain service documentation, including catalogues, process guides, knowledge articles and operational artefacts.
• Support implementation and change activities to ensure smooth adoption of service improvements.
• Escalate complex issues appropriately while maintaining ownership, including participation in major incidents.

• 7 years of experience managing support projects or service delivery environments.
• Experience mapping and codesign.
• Proven analytical and problem-solving skills, with the ability to interpret data.
• Experience supporting or partnering with Service Delivery Managers in operational contexts.
• Excellent communication and facilitation skills, especially with senior stakeholders.
• Familiarity with ITIL or other service management frameworks; ITIL v3 is required and ITIL v4 is preferred.
• Proficiency with service design and analysis tools such as Miro, Visio, or similar.
• Understanding of digital service delivery and agile ways of working.