Lead Service Analyst - Life Services, Contact and Digital Workplace

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

Benefits offered by this job

Annual bonus

28 days holiday

Pension with up to 10% employer0con\-

Onsite gym at Manchester HQ

Co-op product discount

Stream – pay access as you earn it

Virtual healthcare

24/7 colleague support

Training and development

Cycle-to-work

Job summary

Co-op Lead Service Analyst – Life Services, Contact and Digital Workplace is based in Manchester and operates a hybrid pattern, balancing home and office for workshops and events. You’ll monitor service health, use data and insights to drive improvements, and support informed decision-making across a portfolio of critical technology services.

You'll collaborate with Service Managers, engineers and suppliers to raise performance, maintain accurate service records, and guide incident and change

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.

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.
• 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.

Skills

ITSM

Data analysis

Stakeholder management

Reporting dashboards

ITIL knowledge

Jira/Confluence

Tools

Jira

Confluence

ISM

Job description

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.