Hybrid Lead Service Analyst – Life Services

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

Benefits offered by this job

Annual bonus

28 days holiday

Pension with up to 10% employer0con\-

Onsite gym at Manchester HQ

Co-op product discount

Stream – pay access as you earn it

Virtual healthcare

24/7 colleague support

Training and development

Cycle-to-work

Job summary

Co-op Lead Service Analyst – Life Services, Contact and Digital Workplace is based in Manchester and operates a hybrid pattern, balancing home and office for workshops and events. You’ll monitor service health, use data and insights to drive improvements, and support informed decision-making across a portfolio of critical technology services.

You'll collaborate with Service Managers, engineers and suppliers to raise performance, maintain accurate service records, and guide incident and change

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

ITSM

Data analysis

Stakeholder management

Reporting dashboards

ITIL knowledge

Jira/Confluence

Tools

Jira

Confluence

ISM

Job description

Co-op Lead Service Analyst – Life Services, Contact and Digital Workplace is based in Manchester and operates a hybrid pattern, balancing home and office for workshops and events. You’ll monitor service health, use data and insights to drive improvements, and support informed decision-making across a portfolio of critical technology services.

You'll collaborate with Service Managers, engineers and suppliers to raise performance, maintain accurate service records, and guide incident and change