Senior Service Management Analyst

Compare the Market; Peterborough; Hybrid; GBP 40,000 - 65,000; Full time

Job summary

A leading financial service company is looking for a Senior Service Delivery Analyst to enhance their service management efforts. You'll play a crucial role in shaping and maintaining key processes, collaborating across teams, and providing expert guidance during incidents. This inclusive workplace values diverse skills and offers competitive benefits alongside a supportive environment for your career growth.

Benefits

Generous holiday allowance

Private healthcare

Electric car scheme

Paid development days

Wellbeing and CSR days

Qualifications

• Strong experience in IT Operations or Service Management.
• Proven experience with ITIL processes.
• Analytical skills to derive insights from data.

Responsibilities

• Shape and maintain the Service Management roadmap.
• Lead documentation of core Service Management processes.
• Champion continual service improvement.

Skills

Stakeholder Management

Communication

Analytical Mindset

Collaboration

Education

ITIL Foundation certification

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Our purpose is to make great financial decision making a breeze for everyone, and that purpose drives us every day.
It's why we're on a mission to create an automated quoting engine, with the simplest of experiences, wrapped in a brand everyone loves!
We change lives by making it simple to switch and save money, and that's why good things happen when you meerkat.

We'd love you to be part of our journey.
As the Senior Service Delivery Analyst, you will act as a key point for CtMs Service Management activities to ensure that we provide a first-class service to our customers. Ensuring our processes meet and continue to meet the needs of the business by applying a 'value first' principle as part of a regular review cycle. You will analyze data, identify trends, and provide insights to key stakeholders to drive improvement.

Everyone is welcome.
We have a culture of creativity. We approach our work passionately, improve constantly, and celebrate our wins at every turn. We are an inclusive workplace, and our employees are comfortable bringing their authentic, whole selves to work. Everyone is welcome. Be you.
This means we're excited to hear from people with a range of skills, experiences, and ideas. We don't expect you to tick all the boxes but would love to hear what makes you great for this role.

What you'll be doing
• Play a key role in shaping, delivering, and maintaining the Service Management roadmap in line with business needs and strategic goals.
• Lead the definition, documentation, and adoption of core Service Management processes, including Incident, Problem, Change, and Release Management.
• Champion a culture of continual service improvement, recommending and implementing changes to drive efficiency, resilience, and reliability.
• Provide expert guidance and support during major incidents, including senior stakeholder liaison and company-wide communications.
• Coach and mentor the Service Management Analysts, supporting their professional development.
• Own the generation of monthly service reports, including insightful trend and performance analysis.
• Help increase process maturity across the organization by educating and engaging stakeholders.
• Support out-of-hours incident management on a rota basis.

What we'd like to see from you
• Strong experience working in IT Operations or a Service Management function.
• Proven experience with ITIL-aligned processes, particularly Incident, Problem, Change, and Release Management.
• A natural collaborator with excellent stakeholder management and communication skills.
• Analytical mindset with the ability to turn data into meaningful insights and actions.
• Confidence in coaching others and promoting best practices.
• ITIL Foundation (or higher) certification preferred.

There's something for everyone.
We're a place of opportunity. You'll have the tools and autonomy to drive your own career, supported by a team of talented people.
And then there's our benefits. It's not just about a competitive salary and hybrid working; we care about what matters to you. From a generous holiday allowance and private healthcare to an electric car scheme and paid development, wellbeing, and CSR days, we've got you covered!

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