Service Management Analyst

Vivo Talent; City Of London; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

Vivo Talent is seeking a proactive Service Management Analyst to support the day-to-day operation of the Service Management function in London. The role focuses on coordinating change, release and service transition activities, ensuring services are ready for live support.

You will also assist with problem management, business continuity, service reporting and continuous improvement, working closely with technical teams, suppliers and internal stakeholders.

Qualifications

• Proven understanding of ITIL and service management practices.
• Experience coordinating change, release and transition activities.
• Strong stakeholder management and communication skills.
• Experience using ITSM tools.

Responsibilities

• Coordinate change and release processes, CAB meetings, change records and release schedules.
• Coordinate transition plans, readiness checks and handovers for BAU.
• Support problem management, reporting and service improvement.
• Maintain service documentation, SOPs and runbooks.
• Monitor service performance against SLAs/KPIs and raise risks.
• Contribute to continuous improvement of change, release and transition processes.

Skills

ITIL knowledge

Change & Release coordination

Stakeholder management

ITSM tooling

Tools

ServiceNow

Jira

Job description

Service Management Analyst / ITIL / Change / Service Management / London / Hybrid / Contract / (Inside IR35)

Vivo are working with a business that is looking to recruit a proactive and organised Service Management Analyst to support the day-to-day operation of its Service Management function.

The role will focus on coordinating change, release and service transition activities, ensuring that new and updated services are ready to move into live support. You will also provide support across Problem Management, business continuity, service reporting and continuous improvement.

Working closely with technical teams, suppliers and colleagues across the organisation, you will help maintain effective service management processes, accurate documentation and operational readiness.

What are the main responsibilities of this role?

• Change & Release Management: Administer change and release processes, coordinate CAB meetings, maintain change records and release schedules, and track approvals and actions.
• Service Transition: Coordinate transition plans, readiness checks, operational handovers and early-life support to ensure new and changed services are ready for Business As Usual (BAU).
• Problem Management: Maintain problem records, identify recurring issues and trends, support root cause analysis, and track corrective actions.
• Service Documentation: Maintain accurate service records, configuration data, Standard Operating Procedures (SOPs), runbooks and operational handover documentation.
• Reporting & Governance: Maintain change and transition metrics, dashboards and reports, highlighting risks, outstanding actions and performance issues.
• Service Support: Coordinate transition-related issues with technical teams and suppliers, support incident follow-up, and monitor service performance against agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Continuous Improvement: Identify opportunities to improve change, release and transition processes, reporting and service management tooling.

Skills & Experience

• Service management delivery and coordination experience.
• Practical understanding of ITIL and service management practices.
• Experience using IT Service Management (ITSM) tools.
• Strong stakeholder management and communication skills.
• Experience supporting change, release and service transition activities.
• Ability to produce and maintain operational documentation and reports.