IT Service Engagement Analyst

Foster + Partners; City Of London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading architecture and design practice in London seeks an IT Service Engagement Analyst to enhance technology support for global projects. You'll drive IT Service Management, improve service delivery, and facilitate user engagement across the organization. Ideal candidates will have 2-4 years in IT Service Management, excellent communication skills, and proficiency with Microsoft 365. This full-time role offers an exciting opportunity to impact the company's digital strategy.

Qualifications

• 2–4 years’ experience in IT Service Management or similar.
• Familiarity with ITIL principles and ITSM frameworks.
• Organised, detail-oriented, and comfortable managing multiple priorities.

Responsibilities

• Support the execution of the IT Service Management strategy.
• Maintain and develop the service catalogue and performance reports.
• Lead clear, engaging internal communications.

Skills

IT Service Management

Business Analysis

Excellent communication skills

Strong analytical skills

Proficiency in Microsoft 365

Job description

IT Service Engagement Analyst

Foster + Partners, Battersea, London

Join Foster + Partners, one of the world’s most innovative and internationally renowned architecture and design practices, as we shape the digital future of the built environment. We are looking for an IT Service Engagement Analyst to play a key role in elevating the way technology supports our people and projects worldwide.

This is an opportunity to sit at the heart of our IT Service Management Office, driving the adoption of ITIL best practices, improving service delivery, and enhancing the experience of our global users. You’ll work closely with IT leadership, service teams, and the wider business to turn data into insight, design engaging communications, and support continuous improvement across our digital workplace.

You’ll be a key enabler of Foster + Partners’ technology strategy — the go-to person who helps our teams get the very best out of our systems, platforms, and services.

What You’ll Do

• Support the execution of the IT Service Management strategy, aligning IT with business goals.
• Maintain and develop the service catalogue, dashboards, and performance reports.
• Coordinate service review meetings and track progress on service improvement initiatives.
• Collaborate with IT and business teams to enhance processes, user engagement, and digital adoption.
• Lead clear, engaging internal communications — from intranet content to service updates and user guides.
• Monitor user feedback and service data to inform continuous improvement plans.
• Champion knowledge sharing, collaboration, and a first‑class user experience across F+P.

What We’re Looking For

• 2–4 years’ experience in IT Service Management, Business Analysis, or a similar analyst/support role.
• Familiarity with ITIL principles and ITSM frameworks.
• Excellent communication skills with the ability to translate technical information into clear, user‑friendly messaging.
• Strong analytical skills with experience in reporting and interpreting service data.
• Confidence working across teams and building credibility in a collaborative, matrix environment.
• Proficiency in Microsoft 365 (Teams, SharePoint, OneDrive) and intranet/communications platforms.
• Organised, detail‑oriented, and comfortable managing multiple priorities.

Why Foster + Partners?

At Foster + Partners, you’ll work alongside world‑leading architects, engineers, and digital specialists on groundbreaking projects that span continents and sectors. You’ll be part of a culture that celebrates innovation, collaboration, and continuous learning, giving you the opportunity to make a visible impact while developing your career.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Information Technology and Engineering