Analyst IT Service Performance

Scottish and Southern Energy; Reading; Hybrid; GBP 50,000 - 90,000; Full time

Job summary

SSE in the United Kingdom is hiring for a Service Management lead based in Reading with flexible first options. The role focuses on designing and delivering a Service Management framework to improve the end-to-end value chain.

You will turn performance data into actionable insights, coordinate reporting across teams, and work with diverse stakeholders to drive continuous improvement and better digital experiences.

Qualifications

• Understanding of service management principles and value delivery across teams.
• Ability to use quantitative and qualitative data to drive improvements.
• Ability to work independently and prioritise work using agile methods.
• Ability to collaborate with diverse stakeholders across the business.
• Strong written and oral communication and facilitation skills.

Responsibilities

• Design, develop and deliver a Service Management framework focused on improving the end-to-end service value chain.
• Turn service performance information into clear, practical insight that supports decision-making, continual improvement and a better digital experience.
• Identify information sources, analyse trends, prepare reporting inputs, co-ordinate contributions, track actions and support shared understanding across teams and communities of practice.
• Identify service performance information needs, align reporting requirements and support a roadmap for integrated Service Performance reporting.
• Plan, prioritise and deliver regular and targeted trend-based analysis, preparing clear reports and communications for different audiences and governance forums.
• Work with stakeholders to interpret analysis outputs, identify issues, assess risks and shape clear improvement actions.
• Track performance trends and improvement activity, presenting progress, outcomes and supporting evidence through appropriate governance forums.
• Support wider service strategy and performance activity, including tracking actions, co-ordinating inputs, supporting communities of practice, contributing to governance forums, supporting reporting quality and preparing engagement content.

Skills

Service management understanding

Performance analytics

Independent working

Agile working

Stakeholder collaboration

Effective communication

Job description

Salary: £50,000 - 90,000 per year

Requirements:

• An understanding of service management principles, with an appreciation of how value is delivered across multiple teams and functions.
• Experience using quantitative and qualitative information to understand performance, draw practical conclusions and support practical improvement.
• The ability to work independently and prioritise our own workload, using agile methods to plan and execute work.
• The ability to work collaboratively with diverse stakeholders and team members across the wider business.
• Strong written, verbal and facilitation skills, with the ability to explain insight clearly and support stakeholder decision-making.

Responsibilities:

• Design, develop and deliver a Service Management framework focused on improving the end-to-end service value chain.
• Turn service performance information into clear, practical insight that supports decision-making, continual improvement and a better digital experience.
• Identify information sources, analyse trends, prepare reporting inputs, co-ordinate contributions, track actions and support shared understanding across teams and communities of practice.
• Identify service performance information needs, align reporting requirements and support a roadmap for integrated Service Performance reporting.
• Plan, prioritise and deliver regular and targeted trend-based analysis, preparing clear reports and communications for different audiences and governance forums.
• Work with stakeholders to interpret analysis outputs, identify issues, assess risks and shape clear improvement actions.
• Track performance trends and improvement activity, presenting progress, outcomes and supporting evidence through appropriate governance forums.
• Support wider service strategy and performance activity, including tracking actions, co-ordinating inputs, supporting communities of practice, contributing to governance forums, supporting reporting quality and preparing engagement content.

Technologies:

• Support
• Security

More:

We are SSE, and our purpose is to provide the energy needed today while building a better world of energy for tomorrow. We develop, build, operate and invest in electricity infrastructure and businesses needed in the energy transition, with our Transforming for Growth investment plan seeing us invest 33bn in critical electricity infrastructure across the five years to 2030. Our IT division supports growth across all SSE business areas by providing the systems, software and security needed to lead in a low carbon world, with expertise in emerging technologies, data and analytics, cyber security and more. This is a permanent, full-time role with flexible first options available, based 50% of the working week in Reading, Havant, Glasgow or Perth. We offer a range of benefits to support finances, wellbeing and family, including

• discounts on private healthcare and gym memberships
• a free online GP and 24/7 counselling
• interest-free loans
• Cycle to Work
• generous family entitlements

We are an equal opportunity employer and foster an open and inclusive workplace where people from all backgrounds can thrive.