Service Management Analyst

Correla; Metropolitan Borough of Solihull; On-site; GBP 32,000 - 38,000; Full time

Benefits offered by this job

Uncapped leave

Pension 5-10%

Private healthcare

Parental leave 26 wks

Wellbeing services

Job summary

Correla is seeking a Service Management Analyst in the United Kingdom to coordinate Major Incident activities, support on-call incident handling, and produce clear communications. You will support MIRs, action tracking, and service reporting to drive improvements and governance.

A strong ITIL foundation and ServiceNow proficiency are essential. The role offers exposure to CSI initiatives and relationships with multiple customers and technical teams, with a focus on delivering reliable,

Qualifications

• Ability to operate within multi-customer, multi-contract environments.
• Understanding ITIL best practices and Major Incident Management principles.
• Excellent written and verbal communication with customers and stakeholders.
• Analytical skills to interpret service data and drive improvements.
• Experience producing service performance reports and dashboards.

Responsibilities

• Coordinate Major Incident activities and communications to restore service quickly.
• Participate in 24x7 on-call rota for Major Incident Management.
• Prepare clear, timely incident communications under guidance.
• Assist in Major Incident Reviews and capture root causes and actions.
• Track actions to completion and provide progress updates.
• Produce service reports, dashboards, and management information.
• Monitor SLAs, KPIs and KPMs and escalate risks when needed.
• Contribute to Continual Service Improvement initiatives.

Skills

Major Incident Mgmt

Service Management

Stakeholder Management

Analysis & Reporting

ServiceNow Proficiency

Problem Solving

Tools

ServiceNow

Job description

Job Details

Discipline: Standard

Job type: Permanent

Job ref: 010662

Published: 3 days ago

Correla are looking for a Service Management Analyst to join our team.

Salary: circa £35,000 (advertised salary achievable for a candidate fulfilling all role criteria)

Job Type: Permanent

About Us

In March 2021, Correla was created, as an independently owned business to bring in private investment to fuel innovation in the centre of the energy market and beyond.

Correla is derived from correlation, because we’re all about exploring and enhancing relationships between data, people, and processes. Our SaaS products and Managed Service solutions combine to power industry innovation, simplify an increasingly complex market, and deliver cost and operational efficiencies.

Our goal is to support industry transformation, to move to a net-zero future and to positively impact the end-consumer.

About the Role

• Support the coordination of Major Incident activities, assisting with stakeholder communications and ensuring actions are progressed to support the timely restoration of service.
• Participate in the 24x7 on-call rota, providing support for Major Incident Management activities as experience develops.
• Prepare and distribute clear, timely and customer-focused incident communications under the guidance of senior Service Management colleagues.
• Support the production of Major Incident Reviews (MIRs), documenting timelines, root causes, lessons learned and agreed improvement actions.
• Track agreed actions through to completion and provide progress updates.
• Produce regular service reports, dashboards and management information, identifying trends and highlighting potential risks or opportunities for improvement.
• Support the monitoring of contractual SLAs, KPIs and KPMs, escalating emerging risks where appropriate.
• Contribute to Continual Service Improvement (CSI) initiatives by analysing operational data, identifying improvement opportunities and supporting the implementation of agreed actions.
• Assist in maintaining Incident Management documentation, knowledge articles and operational procedures.
• Support the preparation of customer reports, service reviews, governance meetings and operational performance updates.
• Assist with ensuring Incident and Service Management processes are delivered in line with contractual obligations and internal governance.
• Provide support across Incident, Problem and Change Management activities, developing knowledge across all Service Management disciplines.
• Work collaboratively with operational and technical teams to develop Service Management knowledge and promote best practice.
• Develop knowledge and experience of ITIL Service Management practices, Major Incident Management and Service Governance through mentoring, coaching and practical experience.
• Build effective working relationships with customers, technical teams and operational stakeholders to develop confidence in stakeholder management

About You

• Service Management - Ability to operate effectively within a multi-customer, multi contract environment, understanding and applying differing service levels, governance requirements, and contractual obligations.
• Incident & Major Incident Management - Understanding of Incident and Major Incident Management principles and ITIL best practices. Ability to coordinate Major incident resolution activities across multiple technical and business teams.
• Communication & Stakeholder Management - Excellent written and verbal communication skills. Ability to communicate clearly and professionally with customers, suppliers, technical teams, and senior stakeholders.
• Analysis & Reporting - Analytical skills with the ability to interpret service data, identify trends, and make recommendations for improvement. Experience producing service performance reports, dashboards, and management information. Ability to utilise data to support Continual Service Improvement initiatives.
• ServiceNow Proficiency – Working knowledge of ServiceNow, with the ability to maintain data quality, produce reporting, and utilise the platform effectively to support Service Management processes.
• Problem Solving - Troubleshooting and investigative skills. Ability to identify root causes, challenge assumptions, and support resolution activities. Capable of working through complex issues in a structured and methodical manner.

What We Offer

• Locate for your day
• Uncapped annual leave
• 5-10% Pension Contribution
• Private Healthcare
• Up to 26 weeks’ full pay equal parent leave
• Wellbeing Services
• And more!

At Correla, we are committed to working towards being a more diverse and inclusive workplace where our people can truly be themselves. We recognise the benefits of having talented people from a range of backgrounds and cultures who bring different perspectives, life experiences and diversity of thinking.

Our aim is to attract and retain the very best diverse talent to help create an exciting, innovative, and successful business that enables us to deliver an exceptional experience for our customers. We would therefore like to encourage applications from people with varied skillsets and experience and from different backgrounds and sectors to help shape our future.

Correla is an Equal Opportunities Employer. We believe in equality of opportunity regardless of race or racial group, ancestry, place of origin, ethnicity, sex, sexual orientation, gender identity, gender expression, gender re-assignment, age, record of offences, marital/civil partnership status, family status, pregnancy, maternity and paternity, religion/belief or disability. We promise that your opportunity for employment with us depends solely on your qualifications and relevant experience.