Service Analyst

NHS ENGLAND; Leeds; On-site; GBP 35,000 - 50,000; Full time

Job summary

NHS England in Leeds is seeking a Service Analyst to join the Digital Operations and Service Management (DOSM) within the Technology Digital and Data Directorate. The role supports the Genomics Service or Single Patient Records (SPR) and focuses on delivering reliable, high-quality NHS services.

You will participate in stand-ups, coordinate day-to-day service activities, manage incidents and problems, and contribute to service improvements using sprint-based approaches to enhance user experience

Responsibilities

• Attend and actively contribute to stand-up meetings, providing clear updates on assigned activities, progress, risks and issues, and following through on agreed actions
• Coordinate and undertake day-to-day activities that support the effective operation of services, working independently and with the wider team across incident, problem, release, capacity and availability management, together with business-as-usual stakeholder engagement
• Contribute to the development, monitoring and analysis of service performance metrics, identifying trends and recommending evidence-based service improvements
• Undertake proactive stakeholder engagement, maintaining effective working relationships with service suppliers and customers and supporting the resolution of service-related concerns
• Support the Service Manager in assessing and addressing service-related risks, issues and escalations, coordinating remedial actions and stakeholder communications within agreed levels of responsibility
• Build and maintain relationships with end users, gathering and analysing feedback to strengthen the Service Management team's understanding of service performance and user experience
• Contribute to and, where appropriate, coordinate focused service improvement activities, using sprint-based approaches to deliver agreed outcomes and track benefits

Job description

As a Service Analyst, you will join a Service Management team supporting the Genomics Service or Single Patient Records (SPR). Your service support duties include:

• Attend and actively contribute to stand-up meetings, providing clear updates on assigned activities, progress, risks and issues, and following through on agreed actions
• Coordinate and undertake day-to-day activities that support the effective operation of services, working independently and with the wider team across incident, problem, release, capacity and availability management, together with business-as-usual stakeholder engagement
• Contribute to the development, monitoring and analysis of service performance metrics, identifying trends and recommending evidence-based service improvements
• Undertake proactive stakeholder engagement, maintaining effective working relationships with service suppliers and customers and supporting the resolution of service-related concerns
• Support the Service Manager in assessing and addressing service-related risks, issues and escalations, coordinating remedial actions and stakeholder communications within agreed levels of responsibility
• Build and maintain relationships with end users, gathering and analysing feedback to strengthen the Service Management team's understanding of service performance and user experience
• Contribute to and, where appropriate, coordinate focused service improvement activities, using sprint-based approaches to deliver agreed outcomes and track benefits
  Digital Operations and Service Management (DOSM) sits within the Technology Digital and Data Directorate of NHS England. The Technology Digital and Data Directorate vision is to deliver the best care and outcomes for the NHS and people that it serves, by improving population health and patient pathways, rapidly adopting effective technologies, building on insights from data and cutting-edge research, and by transforming the way that care is delivered. DOSM operates and manages business critical infrastructure, and digital and data services, that underpin the health and social care system. We ensure the highest levels of reliability and availability of national digital and technology services, so that they can be relied upon by the NHS and social care system. Our aim is to prevent system disruption but, if it does occur, to restore service as quickly as possible. We coordinate complex operational activities across environments, teams and organisations in order to achieve this., NHS England has a wide range of statutory functions, responsibilities and regulatory powers. These are focused on supporting the wider NHS to deliver high quality care, as well as doing those things that are best done once for the whole NHS. Our staff bring expertise across clinical, operational, commissioning, technology, data science, cyber security, software engineering, education, and commercial specialisms -- enabling us to design and deliver high-quality NHS services. In March 2025, the Government announced that NHS England and the Department of Health and Social Care will increasingly merge functions, ultimately leading to NHS England being fully integrated into the department. If you currently work within the NHS and if successful at interview, we will initiate an Inter Authority Transfer (IAT) via the Electronic Staff Record (ESR).This retrieves key data from your current or previous NHS employer to support onboarding, including competency status, Continuous Service Dates (CSD), and annual leave entitlement. You may opt out at any stage of the process. Colleagues with a contractual office base are expected to spend, on average, at least 40% of their time working in our offices. Staff recruited from outside the NHS will usually be appointed at the bottom of the pay band.