Lead Service Analyst: Hybrid IT Service Optimisation & Insights

The Co-Operative Group; Manchester; Hybrid; GBP 51,000 - 91,000; Full time

Benefits offered by this job

Annual bonus

Holiday allowance 28-32 days

Pension 10% employer contributions

Onsite gym

Staff discounts

Early pay access

Virtual healthcare

24/7 colleague support

Training and development

Cycle-to-work

Job summary

The Co-Operative Group in Manchester is seeking a Lead Service Analyst to join our Technology team. You will oversee IT Service Management, drive service performance, and collaborate with suppliers to deliver reliable network services.

Based in Manchester city centre with hybrid working, the role offers a competitive salary, an annual bonus, pension contributions and a range of benefits including gym access, staff discounts and career development opportunities.

Qualifications

• Experience in IT Service Management and service delivery with third-party telecoms providers.
• Strong data analysis skills with ability to identify trends and opportunities.
• Proven ability to produce reports and dashboards for stakeholders.
• Excellent communication and stakeholder management across technical and non-technical teams.
• Expert knowledge of Microsoft Excel, Power BI, and PowerPoint.
• Knowledge of networking concepts including IP addressing, switching/routing and firewalls.

Responsibilities

• Analyse service performance data to identify trends, risks and opportunities for improvement across network services.
• Support incident, problem and change management activities with insights for decision-making.
• Produce and maintain service reporting, dashboards and performance insights for stakeholders.
• Collaborate with Service Managers, technical teams and suppliers to improve performance.
• Monitor supplier performance and ensure delivery to contractual commitments.
• Support operational readiness and service transition activities for new services and changes.
• Ensure suppliers maintain accurate service records and knowledge articles.

Skills

IT Service Management

Data analysis

Stakeholder management

Communication

Problem solving

Tools

Excel

Power BI

PowerPoint

Co-Pilot

Load Balancing

Job description

The Co-Operative Group in Manchester is seeking a Lead Service Analyst to join our Technology team. You will oversee IT Service Management, drive service performance, and collaborate with suppliers to deliver reliable network services.

Based in Manchester city centre with hybrid working, the role offers a competitive salary, an annual bonus, pension contributions and a range of benefits including gym access, staff discounts and career development opportunities.