Lead Network Services Analyst - Hybrid Role

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

Benefits offered by this job

Annual bonus

Holiday allowance 28-32 days

Pension contributions 10%

Onsite gym discount

Flexible pay access

Virtual healthcare

Training and progression

Cycle-to-work

Diversity inclusion

Job summary

Co-op is reshaping its Digital, Technology and Data function and seeks a Lead Service Analyst to monitor network services, drive improvements and ensure reliable performance across critical tech services. You will analyze data, create dashboards, and collaborate with managers, engineers and suppliers to deliver stable, future-ready solutions.

You’ll shape how we manage operations, identify trends and risks, and oversee supplier performance and financial governance to keep costs in check.

Qualifications

• Experience working in IT Service Management including service delivery via 3rd party telecoms providers.
• A base knowledge of networking technologies including IP addressing, switching and routing, firewalling principles.
• 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.
• Expert knowledge of Microsoft applications such as Excel, PowerPoint, Power BI and Co-Pilot, to enable efficient tracking and reporting capabilities.

Responsibilities

• Analyse service performance data to identify trends, risks and opportunities for improvement across network 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.
• Monitor supplier performance, making sure suppliers are delivering to contractual commitments and performance is tracked and reported on.
• Support operational readiness and service transition activities, helping ensure new services and changes are ready to be supported in live environments.
• Ensure that suppliers maintain accurate service records, documentation, knowledge articles and service catalogue information.

Skills

IT Service Management

Networking basics

Data analysis

Problem solving

Reports & dashboards

Stakeholder management

Excel Power BI Co-Pilot

Tools

Excel

PowerPoint

Power BI

Co-Pilot

Job description

Co-op is reshaping its Digital, Technology and Data function and seeks a Lead Service Analyst to monitor network services, drive improvements and ensure reliable performance across critical tech services. You will analyze data, create dashboards, and collaborate with managers, engineers and suppliers to deliver stable, future-ready solutions.

You’ll shape how we manage operations, identify trends and risks, and oversee supplier performance and financial governance to keep costs in check.