Service Analyst

Join to apply for the Service Analyst role at CDL Software
.

As a key member of the Operations Department within the Service Management team, you will collaborate closely with Service Managers and Service Delivery Leaders to ensure that all services are delivered in accordance with established policies, processes, and procedures.

Department: Service Management

Location: North West UK – Hybrid

Compensation: £30,000 – £36,500 / year

Reporting: Reporting directly to the Operations Technical Lead, overseeing the Service Analyst team, you will maintain direct communication with internal and external clients, work under agreed SLAs, support ITIL functions, and assist with escalation processes.

• Problem‑solving and analytical tasks.
• Creating ad‑hoc reports.
• Adhering to ITIL best practices at all times.
• Supporting the digital delivery system by collaborating with Digital Squads to prioritise workloads and address high‑impacting issues.
• Ensuring all internal processes and documentation are current.
• Proactively identifying and driving process improvements.

• Experience with ITIL release, change, service management and/or project management.
• Ability to meet tight deadlines and manage work pressures effectively.
• Experience working across various business areas, demonstrating strong customer focus and corporate awareness.
• Excellent written and verbal communication skills, with the ability to liaise with both internal and external partners.
• ITIL Foundation qualification (desirable but not essential).
• Proficiency in MS Outlook, Word and Excel.
• Demonstrated commitment to high standards of customer care.
• Strong organisational and prioritisation skills.
• Ownership and accountability for tasks.
• Effective problem‑solving abilities.

• Hybrid working (2 days a week in the office – SK4 2HD
  ).
• Truly flexible working.
• 25 days holiday to start, increasing by 1 day per year of service up to 30 days.
• Top employer for 9th year running.
• Excellent training and development platform.
• Opportunities for career progression.
• Health and wellbeing programme.
• Virtual activities, lunch and learns, coffee mornings and meetups.
• Life and health assurance.
• Electric vehicle scheme.
• Established recognition award system.
• Great parental benefits.
• Diversity and inclusion network.
• Pension scheme.
• Community projects and volunteer days.
• Refer a friend bonus.

• On‑site free parking.
• Open‑plan modern offices.
• Quiet spaces available.
• Shuttle bus to and from the station.
• Subsidised restaurant.
• Games room and chill‑out zone.
• Annual hackathon and deep racer events.
• Social activities through our social group Xtra.
• Car wash, barber, yoga classes, boot camp and massage services on site.
• Cycle to work scheme.
• Shower and dry rooms.

We’re on a journey to keep innovating, that means welcoming new ideas and ways of thinking. CDL recognises that building a diverse workforce is critical to the success of our business. We strongly encourage applications from a diverse talent pool and welcome the opportunity to discuss flexibility requirements and workplace adjustments with all applicants.

CDL has a PSL in place but hasn’t used it for over 3 years; therefore be advised that any unsolicited submission of candidate details—Linked In profiles, CVs, or resumes (redacted or unredacted)—will be considered freely given and unsolicited. These submissions will not be subject to any fees, terms or obligations on our part. Only candidate profiles that have been formally discussed with and approved by our Talent Acquisition team prior to submission and submitted by agencies on our Preferred Supplier List (PSL) operating under agreed terms are authorised to submit candidates.

Any submissions from non‑PSL agencies or those made outside of agreed processes will be deemed non‑compliant and will not be eligible for fees or consideration. This policy was last updated in April 2025.