Remote ITIL Service Management Analyst

Atlas Technica, LLC; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

Atlas Technica is seeking a Service Management Analyst to join our growing Service Management team. This is a proactive, client-facing role responsible for improving service performance, driving accountability, and coordinating cross-functional resolution of incidents, problems, risks, and service-improvement initiatives across assigned client environments.

The role leads ITIL-aligned Incident and Problem Management activities, supports Major Incident Management events, monitors client service

Qualifications

• 2–5 years of experience in service delivery, IT operations, or a related operational role.
• Working knowledge of ITIL practices, including Incident, Problem, Change, and continual service improvement.
• Experience supporting Major Incident Management workflows and RCA documentation.
• Strong analytical and reporting skills with the ability to interpret service metrics and trends.
• Ability to influence technical teams and drive accountability without direct authority.
• Strong written and verbal communication skills for client-facing communications.
• Experience with ITSM, ticketing, reporting, dashboards, or data-visualization platforms.
• Bachelor’s degree or equivalent relevant professional experience.

Responsibilities

• Drive incident follow-up and accountability for assigned clients, including escalations and SLA risks.
• Identify recurring incidents and coordinate Problem Management actions.
• Facilitate Root Cause Analyses with complete findings and quality documentation.
• Support Major Incident Management events with coordination and clear communications.
• Monitor service health, SLAs, KPIs, CSAT, and backlog trends to identify risks and improvements.
• Lead client Quarterly Business Reviews presenting performance and improvement initiatives.
• Own and drive Service Improvement Plans to reduce recurring issues and improve satisfaction.
• Deliver service reporting and dashboards with actionable leadership insights.

Skills

Incident Management

Problem Management

Service Delivery

Data analysis

Stakeholder communication

Education

Bachelor's degree

Tools

Power BI

Excel

ConnectWise Manage

Data visualization tools

Job description

Atlas Technica is seeking a Service Management Analyst to join our growing Service Management team. This is a proactive, client-facing role responsible for improving service performance, driving accountability, and coordinating cross-functional resolution of incidents, problems, risks, and service-improvement initiatives across assigned client environments.

The role leads ITIL-aligned Incident and Problem Management activities, supports Major Incident Management events, monitors client service