Service Management Analyst

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

Job summary

Join a dynamic team at an established industry player where your expertise in service management will drive operational excellence. As a Service Management Analyst, you'll play a crucial role in ensuring the performance and security of cutting-edge technology systems. You'll collaborate with cross-functional teams, support service improvements, and engage in compliance audits. This role offers a unique opportunity to leverage your problem-solving skills and passion for technology in a fast-paced environment. If you're ready to make a meaningful impact and grow your career, this is the perfect opportunity for you.

Qualifications

• 1-3 years' experience in Service Management or Technical Support roles.
• Strong understanding of ITIL and Service Management processes.

Responsibilities

• Support service delivery and management tasks across various systems.
• Facilitate incident retrospectives and document outcomes.

Skills

Service Management

Technical Support

Operations

ITIL

Agile Project Management

Documentation Skills

Problem Management

Stakeholder Communication

Education

Relevant Degree or Equivalent Experience

Tools

ITSM Tools

Agile Tools

Job description

The Role

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 which will contribute to the service performance, availability and security of our supported systems. This position offers a chance to leverage your organisational, problem-solving and service management expertise to make a meaningful difference and provide the best possible service.

We are looking for an individual who is passionate about technology, processes and service management.

The team

Millions of people use the products we build. We're customer focused, informed by data and have a product mindset, using state-of-the-art cloud-first technology. Iterating and evolving daily. In a fast-changing world, we not only make sure our systems work effectively but our Technology teams are spearheading the transformation to a digital-first business. There's never been a more exciting time to join us.

As part of the Commercial Technology & Change team, your focus will be on supporting ITV's Commercial business in driving revenue streams across a wide range of systems, applications and users. When you join us, you enter a fun working environment with opportunities to learn, to grow and make a real difference.

Responsibilities:

The role will work across a wide range of Service Delivery and Service Management tasks and activities which may include but are not limited to the following:

Service Reporting and Service Reviews

1. Support the team in preparing reports covering SLAs, KPIs, service insights and performance trends
2. Facilitate the preparation and presentation of service and support performance reviews at relevant internal team and external forums
3. Interrogate and use ITSM and Reporting Tools to extract and collate insights, trends and service performance data

Problem Management

1. Support and facilitate cross departmental Incident Retrospectives and documenting the outcome in the form of an Incident Report
2. Analyse incident trends and log problem records to drive root cause analysis and workarounds
3. Tracking and reporting on Problem Management actions and activities and presenting trends and service risks at relevant forums

Continuous Service Improvement (CSI)

1. Assist in running a programme of CSI within the Service Management & Operations team
2. Collaborate with Engineering, QA, Product Teams and others to pinpoint and drive forward service improvement opportunities
3. Collate data to measure benefits realisation of CSI initiatives and report progress at key forums

Audit and Compliance

1. Work with the technology team to prepare for and provide ongoing assurance of compliance with industry standards and regulatory requirements covering security and general technology operational controls.
2. Collaborate and support cross-functional teams to respond to internal and external audits, and track/report on the identification and mitigation of risks.
3. Participate in hands-on audit control activities and remediation tasks

Service Introduction

1. Support the Service Design & Transition Team to facilitate a smooth handover of all new or updated services to the Service Management & Operations team.
2. Contribute to the Operational Readiness tasks and work required to support the Go-Live of new services
3. Participate and contribute to Early Life Support processes and forums

General

1. Contribute as necessary to broader IT Service Management processes and deliverables required to support ongoing service operations
2. Support the Service Management & Operations team on shared tasks, including organising monthly team meetings, team events, maintaining documentation, and facilitating cross team initiatives.

Skills you'll need (minimum criteria)

1. At least 1-3 years' experience in Service Management, Technical Support or Operations roles
2. Experience or exposure to ITSM and Agile Project/Task Management tools
3. Practical experience in, exposure to, or a solid understanding of ITIL, Service Management or Support processes
4. Experience of creating and producing reports covering KPIs/metrics data and trends
5. Can confidently and competently facilitate and lead meetings, and possesses strong stakeholder communication skills.
6. Documentation skills, and experience in proactively maintaining and reviewing documentation to ensure it remains relevant and in use
7. Passionate about delivering high quality outputs and strong attention to detail when completing tasks
8. Self-Starter and self-motivated with the ability to work independently on actions and identify improvements.

Other things we're looking for (key criteria)

1. Exposure or understanding of technology audits, compliance, and risk management processes for Technology systems and operations (desirable)
2. Familiarity with Agile and DevOps methodologies (desirable)
3. Able to organise and prioritise responsibilities across different workstreams at the same time
4. Experience or good understanding of Problem Management practices and facilitating reviews to drive root cause analysis and improvements
5. Experience of analysing problem trends and driving through suggested solutions
6. An interest in media, technology and service management (desirable)
7. Exposure to or hands-on experience within media or advertising technologies (desirable)

Closing date: 7th May 2025

Please note, on occasion we may receive a very large volume of applications which means applications for a role may close earlier than the referenced closing date. We'd encourage you to apply as soon as possible if interested.