Service Performance Analyst

Manchester Arndale; Ipswich; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading facilities management company in the UK is seeking a detail-oriented Service Performance Analyst to monitor and improve service performance. You will use data analysis to identify trends and collaborate with various departments to enhance service delivery. Ideal candidates will have a Bachelor's degree and at least 2 years of relevant experience, along with proficiency in data analysis tools like Excel and Power BI.

Qualifications

• Minimum of 2 years in service performance analysis or related roles.
• Strong analytical, organizational, and problem-solving capabilities.
• Excellent written and verbal communication abilities.

Responsibilities

• Track and analyse service performance metrics.
• Prepare regular and ad-hoc reports on service performance.
• Investigate service failures and recommend corrective actions.
• Work with teams to improve service efficiency and quality.

Skills

Data analysis

Performance monitoring

Problem-solving

Stakeholder collaboration

Reporting

Education

Bachelor’s degree in Business, IT, Data Analytics, or related fields

Tools

Excel

Power BI

Tableau

SQL

Job description

About The Company

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering. Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

About The Role

Working Pattern: Monday to Friday

Role overview:

We are seeking a detail-oriented and analytical Service Performance Analyst to monitor, evaluate, and improve the performance of our services and operations. The ideal candidate will use data-driven insights to identify trends, highlight areas for improvement, and support strategic decision-making to enhance service delivery and customer satisfaction.

The Service Performance Analyst is responsible for reviewing and providing insight to support the improving of the performance of the organisation\'s IT and Technology landscape.

You will work closely with the Head of Service Delivery to ensure both strategic and tactical objectives are met regarding Support services, and that SLA/KPIs are achieved. This role involves tracking performance metrics, creating reports to identify areas of concern or improvement, and working with multiple departments and stakeholders to optimize systems to meet their needs.

The role will also ensure that key Technology strategic partners are managed in a standardised and effective manner, with the performance output being reported back to the Leadership group in the Technology function.

The Service Management Analyst has the following Key Result Areas (KRA’s):

• Performance Monitoring: Track and analyse service performance metrics (e.g., SLAs, KPIs, response times, resolution rates)
• Reporting & Insights: Prepare regular and ad-hoc reports on service performance, highlighting trends, issues, and opportunities for improvement
• Root Cause Analysis: Investigate service failures and performance bottlenecks to identify root causes and recommend corrective actions
• Process Improvement: Work with cross-functional teams to develop and implement initiatives aimed at improving service efficiency and quality
• Stakeholder Collaboration: Act as a liaison between operational teams, management, and IT to ensure alignment on service performance goals
• Dashboard Development: Design and maintain dashboards and tools to visualize key performance indicators and metrics
• Compliance & Quality Assurance: Ensure services meet regulatory and quality standards and internal compliance requirements

The Service Management Analyst will have the following key skills and/or qualifications:

• Bachelor’s degree in Business, IT, Data Analytics, or related fields
• Minimum of 2 years in service performance analysis, business intelligence, or related roles
• Strong analytical, organizational, and problem-solving capabilities
• Expertise in data analysis tools like Excel, Power BI, Tableau, and SQL
• Excellent written and verbal communication abilities
• Familiarity with ITIL or service management frameworks is advantageous
• Strong organizational and time management skills

How to Apply

If you are interested in joining a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply and register your interest! You can also sign up to our job alerts when registering which will notify you when other suitable vacancies are available.

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.