Service Management Analyst

ITV; Greater London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Service Management Analyst to join their dynamic team. This role involves providing service and support for a cutting-edge advertising platform and various Commercial Technology systems. You'll leverage your expertise in service management and operational processes to enhance service performance and availability. This position offers a unique opportunity to work in a fast-paced environment, where your contributions will drive significant improvements and make a real impact. If you're passionate about technology and service excellence, this role is perfect for you.

Qualifications

• 1-3 years of experience in Service Management or Technical Support roles.
• Strong facilitation and stakeholder management skills.
• Proficiency in documentation and attention to detail.

Responsibilities

• Assist in preparing reports on SLAs, KPIs, and service insights.
• Support cross-departmental Incident Retrospectives and document outcomes.
• Collaborate with teams to identify and pursue service improvements.

Skills

Service Management

Technical Support

Operations

ITIL

Agile project management tools

Stakeholder management

Problem Management

Documentation

Tools

ITSM tools

Reporting Tools

Job description

Join to apply for the Service Management Analyst role at ITV.

The Service Management Analyst will be part of a wider Service Management & Operations team responsible for providing service, support, and operations for internal and external users of ITV’s addressable advertising platform Planet V, as well as a suite of Commercial Technology systems.

You will play an important role in supporting our Service Management & Operations activities and processes, contributing to the service performance, availability, and security of our supported systems. This position offers an opportunity to leverage your organizational, problem-solving, and service management expertise to make a meaningful impact and deliver excellent service.

We are seeking an individual passionate about technology, processes, and service management.

The team

Millions of people use our products. We are customer-focused, data-driven, and adopt a product mindset, utilizing state-of-the-art cloud-first technology. We continually iterate and evolve in a fast-changing environment. Our Technology teams lead the transformation to a digital-first business, making this an exciting time to join us.

As part of the Commercial Technology & Change team, your focus will be on supporting ITV's Commercial business to drive revenue across various systems, applications, and users. Joining us means working in a dynamic environment with opportunities to learn, grow, and make a real difference.

Responsibilities:

The role involves a wide range of Service Delivery and Service Management tasks, including but not limited to:

Service Reporting and Service Reviews

• Assist in preparing reports on SLAs, KPIs, service insights, and performance trends.
• Facilitate the preparation and presentation of service and support performance reviews in internal and external forums.
• Use ITSM and Reporting Tools to extract and analyze service performance data, insights, and trends.
• Support cross-departmental Incident Retrospectives and document outcomes via Incident Reports.
• Analyze incident trends, log problem records, and drive root cause analysis and workarounds.
• Track and report on Problem Management activities, presenting trends and risks.
• Support Continuous Service Improvement (CSI) programs within the team.
• Collaborate with Engineering, QA, and Product Teams to identify and pursue service improvements.
• Gather data to measure the benefits of CSI initiatives and report progress.

Audit and Compliance

• Work with the technology team to ensure compliance with industry standards and regulations related to security and operational controls.
• Assist in responding to audits, tracking, and mitigating risks.
• Participate in audit activities and remediation efforts.

Service Introduction

• Support the Service Design & Transition team in ensuring smooth handovers of new or updated services.
• Contribute to Operational Readiness activities for new service launches.
• Participate in Early Life Support processes and forums.

General

• Contribute to broader IT Service Management processes and support ongoing operations.
• Assist the team with organizing meetings, maintaining documentation, and facilitating cross-team initiatives.

Skills you’ll need (minimum criteria):

• 1-3 years’ experience in Service Management, Technical Support, or Operations roles.
• Experience or familiarity with ITSM and Agile project management tools.
• Understanding of ITIL, Service Management, or Support processes.
• Experience creating and analyzing reports on KPIs and metrics.
• Strong facilitation, communication, and stakeholder management skills.
• Proficiency in documentation and maintaining relevant documentation.
• Attention to detail and commitment to high-quality outputs.
• Self-motivated with the ability to work independently and identify improvements.

Other desirable qualities:

• Understanding of technology audits, compliance, and risk management (desirable).
• Familiarity with Agile and DevOps methodologies (desirable).
• Ability to organize and prioritize multiple responsibilities.
• Experience with Problem Management practices and root cause analysis.
• Interest in media, technology, and service management (desirable).
• Experience with media or advertising technologies (desirable).

Please note, applications may close early due to high volume. We encourage early application.