Lead Service Analyst - Hardware

Co-op Digital; Manchester; Hybrid; GBP 42,000 - 49,000; Full time

Benefits offered by this job

Annual bonus

Holiday 28 days

Pension 10%

Onsite gym

Product discount

Stream pay access

Virtual healthcare

24/7 support

Training & development

Cycle-to-work

Job summary

Co-op Digital in Manchester is seeking a Lead Service Analyst to drive reliability and performance of hardware services used by colleagues and customers. You’ll analyse service data, manage supplier performance, and shape improvements across laptops, phones, and store scanners.

The role blends data insight, governance and collaboration with Service Managers, engineers and suppliers. The ideal candidate has ITSM/Service Operations experience, strong analytical skills and proficiency with Excel,

Qualifications

• Experience in IT Service Management or Service Operations.
• Experience analysing data to identify trends and opportunities to improve service performance.
• Strong communication and stakeholder management skills.

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.
• Monitor supplier performance, ensuring contracts are followed and costs tracked.
• Support operational readiness and service transition activities for new services and changes.
• Maintain accurate service records, knowledge articles and service catalogue information.
• Manage supplier invoicing and technology spend with robust governance.

Skills

ITSM

Data analysis

Analytical thinking

Reporting dashboards

Stakeholder mgmt

Power BI

Tools

Excel

PowerPoint

Power BI

Co-Pilot

Job description

Lead Service Analyst – Hardware
£42,000 to £49,000 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 twice per week (find out more about our hybrid working policy at https://jobs.coop.co.uk/hybrid-working-policy).
We’re open to applications from people who may require flexible working arrangements. There’ll be an opportunity to discuss your flexible working requirements during the interview process, and at offer stage.

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 our Co-op. 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

In this role you’ll support the improvement of the hardware our colleagues rely on every day. From laptops and phones to scanners in our stores, you’ll play a key role in ensuring these services remain reliable, accessible and fit for the future. Using data and insight, you’ll help shape how we manage and improve our services, identifying trends, risks and opportunities that drive better performance and colleague experiences. You’ll also play a key role in managing supplier performance and financial governance, helping ensure our technology partners deliver on their commitments and that service costs are effectively managed, tracked and reported.

What you’ll do

• 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
• Monitor supplier performance, making sure Technology 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
• Maintain accurate service records, documentation, knowledge articles and service catalogue information
• Manage supplier invoicing and Technology spend, ensuring robust financial governance, accurate tracking and reporting of costs, and timely approval of invoices

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
• Expert knowledge of Microsoft applications such as Excel, PowerPoint, Power BI and Co-Pilot, to enable efficient tracking and reporting capabilities

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’re an organisation that puts people and communities first, and we’re powered by purpose. 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