Service Operations Analyst

National Physical Laboratory (NPL); Teddington; On-site; GBP 40,000 - 65,000; Full time

Job summary

National Physical Laboratory (NPL) in the UK is seeking a Service Operations Analyst with proven ITSM experience to ensure reliable, secure services across time and frequency systems.

You'll monitor services, coordinate incident response, lead Change Enablement and manage access, while improving ITIL-aligned processes and contributing to resilient digital infrastructure for critical national services.

Qualifications

• Experience in service operations, IT or technical support environment handling incidents, changes and service requests.
• Experience coordinating Help Desk or Service Desk activities.
• Knowledge of ITIL principles and service management best practices.
• Experience using ITSM tools such as ServiceNow, Jira, Remedy or Zabbix.

Responsibilities

• Monitor services, networks and applications and respond to operational events and incidents.
• Coordinate incident management activities, investigations and service restoration.
• Lead Change Enablement and ensure requests are assessed and implemented.
• Manage service requests and user access controls.
• Maintain asset, configuration and service records.
• Coordinate backups, maintenance and configuration activities for availability.
• Support compliance with security and cyber requirements across operations.

Skills

ITSM experience

Incident management

Change management

Service desk coordination

Education

Information Technology / Computer Science or Engineering degree

Tools

ServiceNow

Jira

Remedy

Zabbix

Job description

About the Role

Our world-leading Time & Frequency department is seeking a Service Operations Analyst with proven expertise in IT service management (ITSM).

This is an exceptional opportunity to join the global authority in precision timing at a defining moment for UK digital infrastructure.

Backed by a government investment of £180 million in the National Timing Centre (NTC) programme, we are developing a world-first resilient time distribution capability that will provide industry with a robust complement to satellite systems (such as GPS) – which are increasingly vulnerable to disruption from solar storms, jamming and spoofing.

This will underpin essential services, including:

• Telecommunications,
• Online banking,
• Emergency response,
• Transport networks,
• Wider digital and data-driven operations.

Together, these services form the backbone of modern society - and your leadership will help ensure they remain secure, reliable and robust even if global navigation satellite systems fail.

Key Responsibilities

• Manage the monitoring of services, networks and applications, ensuring timely response to operational events, alerts and incidents.
• Coordinate incident management activities, driving investigations, escalations and service restoration.
• Lead Change Enablement activities, ensuring requests are appropriately assessed, reviewed and implemented.
• Manage service requests, user access controls and operational administration activities.
• Maintain and improve asset, configuration and service management processes and records.
• Coordinate backup, software maintenance and configuration activities to support service availability and resilience.
• Drive compliance with operational, security and cyber requirements across service operations activities.
• Contribute to the development, implementation and continuous improvement of ITSM and ITIL-aligned operational processes.

About You

To be successful in this role, you will have the following skills, experience, and qualifications:

Essential

• Experience in a Service Operations, IT or technical support environment, supporting incident, change and service request management
• Experience coordinating Help Desk, Service Desk or first-line support activities.
• Knowledge of ITIL principles and service management best practice.
• Experience using ITSM and operational tools (such as ServiceNow, Jira, Remedy, Zabbix or similar platforms).
• Education and/or qualifications in Information Technology, Computer Science, Engineering or a related discipline.

Desirable

• Familiarity with asset, configuration or documentation management processes.
• Understanding of network and telecommunications technologies, standards and protocols.
• Experience supporting cyber security, event monitoring or incident response activities.
• Experience contributing to operational process improvement and service maturity initiatives

We actively recruit citizens of all backgrounds, but the nature of our work in specific departments means that nationality, residency and security requirements can be more tightly defined than others. You will be asked about this throughout the recruitment process. To work at NPL, you will need to obtain BPSS security clearance.

However, to work in this role in the Time and Frequency department, you will need to have an SC clearance with no restrictions, or you must have the ability to obtain an SC clearance.

About Us

The National Physical Laboratory (NPL) is a world-leading centre of excellence that provides cutting-edge measurement science, engineering and technology to underpin prosperity and quality of life in the UK. Find out more about what it is like working here - The measure of us - Overview

NPL and DSIT have strong commitments to diversity and equality of opportunity, and welcome applications from candidates irrespective of their background, gender, race, sexual orientation, religion, or age, providing they meet the required criteria.

Applications from women, disabled and black, Asian and minority ethnic candidates in particular are encouraged.

All disabled candidates (as defined by the Equality Act 2010) who satisfy the minimum criteria for the role will be guaranteed an interview under the Disability Confident Scheme.

At NPL, we believe our success is a result of the diversity and talent of our people. We strive to nurture and respect individuals to ensure everyone feels valued by treating everyone on the basis of their own individual merits and abilities regardless of their own or perceived identity, as part of our commitment to diversity & inclusion, we ensure we’re creating an environment where all our colleagues feel supported and welcome. More about this on our Diversity & Inclusion page.

We are committed to the health and well-being of our employees. Flexible working and social activities are embedded in our culture to create a positive work-life balance, along with a broad range of rewards, benefits and recognition. Our values are at the heart of what we do, and they shape the way we interact, develop our people and celebrate success. To ensure everyone has an equal chance, we’re always willing to make reasonable adjustments to the recruitment process.