Lead Service Analyst - Networks

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

Salary: £51,000 - 91,000 per year

Requirements:

• Experience working within IT Service Management, including service delivery via 3rd party telecoms providers
• A base knowledge of networking technologies including IP addressing, switching and routing, firewalling principles
• 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

Responsibilities:

• Analyse service performance data to identify trends, risks and opportunities for improvement across network 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 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
• Ensure that suppliers maintain accurate service records, documentation, knowledge articles and service catalogue information

Technologies:

• Excel
• Support
• Network
• Power BI
• Load Balancing

More:

We are 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 are 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. The role is based in Manchester city centre and follows a hybrid working model, splitting time between home and the office on average one to two days per week. We are open to flexible working arrangements and will discuss requirements during the interview and offer stages. The role supports network services across the co-op group and includes a competitive salary of 42,000 to 48,000 plus great benefits at Work Level 6A. We offer an annual bonus, 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, discounts on Co-op products and other brands, early access to pay through Stream, virtual healthcare, 24/7 colleague support, training and development support, and a cycle-to-work scheme. We are committed to diversity and inclusion, and we welcome applications from everyone.

last updated 37 week of 2026