Lead Service Analyst - Life Services and Digital Workplace

Co-op Group; Manchester; Hybride; GBP 43 000 - 53 000; Plein temps

Avantages offerts par ce poste

Annual bonus

Holiday entitlement 28 days + 4 rising

Pension with up to 10% employer

Onsite gym discount

Stream benefit

Early access to pay

Virtual healthcare

Training and development

Cycle-to-work

Discounts on Co-op products

Résumé du poste

Co-op Group is seeking a Lead Service Analyst to join its Technology team in Manchester. The role focuses on monitoring service health, analysing data, and driving improvements across Life Services and Digital Workplace.

You will work in a hybrid setup, splitting time between home and office for workshops and meetings, with potential on-call duties. Join a fast-evolving tech function delivering reliable services for colleagues and customers.

Qualifications

• 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, ITIL 4 or equivalent).
• A good understanding of Service Management toolsets such as Jira, Confluence or ISM

Responsabilités

• 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
• 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
• Provide 2nd line technical support and triage to support incidents
• Support incident and change management activities out of core operational hours when required

Connaissances

IT Service Management

Data analysis

Stakeholder management

ITIL

Jira

Confluence

ISM

Outils

Jira

Confluence

ISM

Description du poste

Lead Service Analyst - Life Services and Digital Workplace

Employer:

Co-op Group

Location:

Pay:

Meets national minimum wage

Contract Type:

Permanent

Hours:

Full time

Disability Confident:

No

Closing Date:

18/11/2026

About this job

Lead Service Analyst

• Life Services, Contact and Digital Workplace 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 Life Services.

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 Technology is critical to the services we provide in Funeralcare, supporting everything from arranging and planning funerals to managing operational processes and colleague collaboration.

As a Lead Service Analyst, you'll play a key role in identifying trends, highlighting risks and opportunities, and turning operational information into meaningful actions that improve service performance and colleague experience, so we can continue to provide outstanding support to clients and their families.

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
• 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
• Provide 2nd line technical support and triage to support incidents
• 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, ITIL 4 or equivalent)
• A good understanding of Service Management toolsets such as Jira, Confluence or ISM 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 Please note that we may close applications for this role early.

Jobs are provided by the Find a Job Service from the Department for Work and Pensions (DWP).