Service Management Analyst

Role Overview

This role will play a key role in ensuring the efficient delivery, support, and continuous improvement of IT services, aligning with organisational goals and customer expectations. This role involves monitoring service performance, identifying areas for improvement, and collaborating with cross-functional teams to enhance service delivery and user satisfaction.

Key Responsibilities
+ Service Performance Monitoring: Track and analyse service performance metrics, ensuring compliance with established service level agreements (SLAs) and key performance indicators (KPIs).
+ Incident and Problem Management: Lead and coordinate the Major Incident Management (MIM) process, including participation in an on-call rota to provide out-of-hours incident leadership and escalation management. Collaborate with technical teams to drive timely incident resolution, identify root causes, and implement preventative measu...