Hybrid Lead Service Analyst - Life & Digital Workplace

Co-op Group; Manchester; Hybrid; GBP 43,000 - 53,000; Full time

Benefits offered by this job

Annual bonus

Holiday entitlement 28 days + 4 rising

Pension with up to 10% employer

Onsite gym discount

Stream benefit

Early access to pay

Virtual healthcare

Training and development

Cycle-to-work

Discounts on Co-op products

Job summary

Co-op Group is seeking a Lead Service Analyst to join its Technology team in Manchester. The role focuses on monitoring service health, analysing data, and driving improvements across Life Services and Digital Workplace.

You will work in a hybrid setup, splitting time between home and office for workshops and meetings, with potential on-call duties. Join a fast-evolving tech function delivering reliable services for colleagues and customers.

Qualifications

• Experience working within IT Service Management, Service Operations, Service Delivery or a similar technology environment.
• Experience analysing data and identifying trends, risks and opportunities to improve service performance and customer outcomes.
• Strong analytical and problem-solving skills, with the ability to turn complex information into clear insights and recommendations.
• Experience producing reports, dashboards or service performance information for a range of stakeholders.
• Strong communication and stakeholder management skills, with the ability to work collaboratively across technical and non-technical teams.
• A good understanding of service management frameworks, principles and best practice (such as ITIL, ITIL 4 or equivalent).
• A good understanding of Service Management toolsets such as Jira, Confluence or ISM

Responsibilities

• Analyse service performance data to identify trends, risks and opportunities for improvement across one or more technology services
• Support incident, problem and change management activities, providing insight and evidence to support decision-making and continuous improvement
• Produce and maintain service reporting, dashboards and performance insights for stakeholders and service reviews
• Work with Service Managers, technical teams and suppliers to improve service performance and operational effectiveness
• Support operational readiness and service transition activities, helping ensure new services and changes are ready to be supported in live environments
• Maintain accurate service records, documentation, knowledge articles and service catalogue information
• Identify and track operational risks, compliance activities and improvement actions, ensuring issues are visible and appropriately managed
• Provide 2nd line technical support and triage to support incidents
• Support incident and change management activities out of core operational hours when required

Skills

IT Service Management

Data analysis

Stakeholder management

ITIL

Jira

Confluence

ISM

Tools

Jira

Confluence

ISM

Job description

Co-op Group is seeking a Lead Service Analyst to join its Technology team in Manchester. The role focuses on monitoring service health, analysing data, and driving improvements across Life Services and Digital Workplace.

You will work in a hybrid setup, splitting time between home and office for workshops and meetings, with potential on-call duties. Join a fast-evolving tech function delivering reliable services for colleagues and customers.