Service Management Analyst: Lead Incident & CSI

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

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,