Lead Service Analyst - Food Stores & Membership

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

Benefits offered by this job

Annual bonus

28 days holiday (rising to 32 with‑ten

Employer pension contributions up to 準

Onsite gym access

Product discount 30%

Pay stream – early access to pay

Virtual healthcare

24/7 support service

Training and development

Cycle-to-work scheme

Job summary

Co‑op is seeking a Lead Service Analyst for Food Stores & Membership in Manchester. You will lead analytics across critical technology services, monitor health, and drive improvements using data and insights. The role blends home and office work, with occasional on‑call duties to support services and events.

You’ll partner with Service Managers, engineers and suppliers to ensure stability, resilience and value for colleagues, members and customers.

Qualifications

• Experience in ITIL or similar service management frameworks.
• Ability to turn data into actionable insights to improve service performance.

Responsibilities

• Analyse service performance data to identify trends, risks and opportunities for improvement.
• Support and coordinate incident, problem and change management activities with evidence.
• Produce and maintain service reporting, dashboards and performance insights.
• Collaborate with Service Managers, engineers and suppliers to boost service performance.
• Support operational readiness and service transition for new services and changes.
• Maintain accurate service records and knowledge base information.
• Identify operational risks and ensure they are visible and managed.
• Assist in improving service management processes and tooling.

Skills

ITIL knowledge

IT Service Management

Service Operations

Service Delivery

Data analysis

Trend analysis

Analytical thinking

Problem solving

Reports & dashboards

Stakeholder management

Communication skills

Job description

Lead Service Analyst – Food Stores & Membership
Up to £48,000 plus great benefits (Work Level 6A)
Manchester city centre - in this role you’ll work in a hybrid way splitting your time between home and the office as required for workshops, team meetings and events. Depending on business needs, you may occasionally take part in an on‑call rota, helping to ensure important services remain available and supported when needed (find out more about our hybrid working policy at https://jobs.coop.co.uk/hybrid-working-policy).

We’re reshaping our Digital, Technology and Data function for the future, creating new opportunities, strengthening our capability, and building clearer, more resilient ways of working so we can deliver even better services for our Co‑op, our colleagues, members and customers.

We're looking for a Lead Service Analyst to join our Technology team and help us deliver reliable, high‑performing services that support colleagues, customers and members across Co‑op Food and Membership. You'll use data, insight and service management expertise to help monitor service health, identify opportunities for improvement and support effective decision‑making across a portfolio of critical technology services. Working closely with Service Managers, engineers, suppliers and stakeholders, you'll help ensure our services remain stable, resilient and fit for the future.

Why this role matters

Our Food stores and Membership offer sit at the heart of Co‑op, helping us serve communities across the UK every day. Technology plays a vital role in supporting everything from the systems our store colleagues rely on to the digital experiences that connect us with our members. As a Lead Service Analyst, you'll use data and insight to identify trends, highlight risks and opportunities, and turn operational information into meaningful actions that improve service performance and colleague experience across these business‑critical services.

What you’ll do

• Analyse service performance data to identify trends, risks and opportunities for improvement across one or more technology services
• Support and coordinate 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 stakeholder 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
• Assist with improving our service management processes and tooling capabilities
• Support incident and change management activities out of core operational hours when required

What you’ll bring

We’re committed to making our roles as accessible as possible, so we only ask for the minimum criteria. To thrive here, you’ll need to bring:

• 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)

We know some people may hesitate to apply if they don’t meet every requirement. At Co‑op, we’re committed to building diverse and inclusive teams, so if you’re excited about this role but your experience doesn’t align perfectly, we still encourage you to apply.

Why Co‑op?

At Co‑op, we’re owned by our members. And because we’re owned by you, we can do right by you. So when you join us, you’re not just taking a job, you’re joining a movement. We want this to be a place where you can thrive, so you’ll also receive:

• An annual bonus (based on personal and business performance)
• 28 days holiday (rising to 32 with service) plus bank holidays
• A pension with up to 10% employer contributions
• Access to a subsidised onsite gym (at our Manchester HQ)
• 30% discount on Co‑op products and 10% off other brands
• Stream – early access to a percentage of your pay as you earn it
• Virtual healthcare including GP appointments, mental health support, nutrition and fitness advice
• 24/7 colleague support service
• Training and support for your development and career progression
• Cycle-to-work scheme

A place you’ll belong

We’re building diverse and inclusive teams that reflect the communities we serve. We welcome applications from everyone and are committed to creating a workplace where colleagues can feel like they belong, supported by our inclusive policies and the ways we work.
We’re proud to be part of the Disability Confident scheme and offer interviews to disabled candidates who meet the minimum criteria for a job. If you need any adjustments during the recruitment process, we’ll support you.
Learn more about our recruitment process at jobs.coop.co.uk/apply-process and our inclusion commitments at jobs.coop.co.uk/diversity-inclusion

Please note that we may close applications for this role early.