Lead Service Analyst – Food Stores & Membership (Hybrid)

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

Benefits offered by this job

Annual bonus

Pension up to 10% employer

Onsite gym access

Employee discount on Co-op products

28 days holiday (32 with service)

Job summary

Co-op Group in Manchester is seeking a Lead Service Analyst to join our Technology team and deliver reliable, high-performing services for colleagues, members and customers across Co-op Food and Membership.

You will use data, insight and ITIL-aligned service management practices to monitor service health, drive improvements and support decision-making across a portfolio of critical technology services.

Qualifications

• Experience in IT Service Management, Service Operations or similar technology environment.
• Ability to analyse data to identify trends, risks and opportunities to improve service performance.
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Experience producing reports, dashboards or service performance information for stakeholders.
• Excellent communication and collaboration with technical and non-technical teams.

Responsibilities

• Analyse service performance data to identify trends, risks and opportunities for improvement across one or more technology services.
• Coordinate incident, problem and change management activities with evidence to support decisions.
• Produce and maintain service reporting, dashboards and performance insights for reviews.
• Work with Service Managers, engineers and suppliers to improve service performance.
• Support readiness and transition activities for new services and changes.

Skills

ITSM

Data analysis

ITIL

Stakeholder management

Dashboards

Tools

ITSM tooling

Job description

Co-op Group in Manchester is seeking a Lead Service Analyst to join our Technology team and deliver reliable, high-performing services for colleagues, members and customers across Co-op Food and Membership.

You will use data, insight and ITIL-aligned service management practices to monitor service health, drive improvements and support decision-making across a portfolio of critical technology services.