Workplace Service Analyst & Supplier Management

Smiths Detection; Hemel Hempstead; On-site; GBP 45,000 - 60,000; Full time

Job summary

Smiths Detection is seeking a Workplace Services Analyst to join the IT team and drive end-user technology services through effective supplier governance and performance management. You will monitor SLAs, prepare governance documents, support onboarding and procurement, and deliver data-driven insights using Power BI to improve supplier delivery across a global workforce.

This role offers the chance to grow within a global tech organisation with strong stakeholder engagement and opportunities to

Qualifications

• Experience in IT service management and supplier governance.
• Ability to produce and interpret service reports and dashboards.
• Strong stakeholder management and communication skills.

Responsibilities

• Monitor IT supplier performance against SLAs, KPIs and contracts.
• Produce governance documentation and status reports for reviews.
• Support supplier onboarding, renewals and procurement activities.
• Coordinate governance meetings and track actions to completion.
• Provide data-driven insights to improve service delivery.

Skills

IT Service Management

Supplier governance

Reporting & analytics

Stakeholder engagement

Power BI

Contract & SLA knowledge

Education

Degree in IT, Business Admin or related

ITIL Foundation certification

Tools

Power BI

Excel

Job description

• Full-time
• Grade: 10
• Employee Group: Permanent
• Global Region: Global

Company Description

Every minute of every day, Smiths Detection’s threat detection and security screening technology helps to protect people and infrastructure, making the world a safer place.

Smiths Detection, a global leader in the development, manufacture and management of security and detection solutions designed to make the world a safer place. Our technology provides threat detection and screening solutions for customers in our key markets: aviation, ports and borders, defence, and urban security.

Our expertise spans 21 global offices, seven manufacturing sites and five R&D centres, with a global network of 3,000 dedicated colleagues contributing towards over 40 years at the frontline of advances in safety and security.

This results in careers built on variety and the opportunity to work on a range of state-of-the-art solutions, where you can develop your knowledge and experience every day.

Job Description

We are looking for a Workplace Services Analyst to join our IT team and play a key role in ensuring the successful delivery of end user technology services through effective supplier and vendor management.

The Opportunity:

As Workplace Services Analyst (IT Supplier Management), you will help drive service excellence across our workplace technology environment by monitoring supplier performance, tracking service delivery against SLAs and KPIs, and supporting governance activities across a range of strategic technology partners.

Working closely with the Workplace Services & Client Services Manager, you will act as a key liaison between internal stakeholders and external providers, helping to ensure our suppliers consistently deliver high quality services that support our global workforce.

This is an excellent opportunity for someone with experience in IT Service Management, supplier governance, reporting, and stakeholder engagement who is looking to develop their career within a global technology organisation.

What You'll Be Doing:

• Monitor IT supplier performance against agreed SLAs, KPIs, contractual commitments and service quality standards.
• Produce regular service performance reports and dashboards for management review.
• Track and manage supplier escalations, service issues, delivery delays and quality concerns.
• Coordinate vendor review meetings, prepare governance documentation and track actions to completion.
• Support supplier onboarding, contract renewals and procurement activities.
• Ensure suppliers comply with IT governance requirements, asset management standards and organisational policies.

Workplace Services Operations:

• Support day-to-day Workplace Services activities and assist with ticket coordination.
• Maintain service documentation, process guides and asset lifecycle procedures.
• Track hardware procurement requests, device deployments and supplier fulfilment activities.
• Identify recurring service issues and work with suppliers to drive continuous improvement initiatives.

Reporting & Analytics:

• Build and maintain KPI, SLA and service performance reports using Power BI or similar reporting tools.
• Analyse trends and provide actionable insights on supplier performance.
• Report on key strategic suppliers including AT&T, DXC, AWS and Google.
• Support management with data-driven recommendations and performance reviews.

Governance & Continuous Improvement

• Support compliance with IT governance, cybersecurity and audit requirements.
• Maintain strong relationships with business stakeholders and service providers.
• Escalate supplier risks, performance concerns and service gaps appropriately.
• Contribute to ongoing improvements across Workplace Services and supplier management processes.
• Experience working within IT Service Management, Workplace Services, Service Delivery or Supplier Management environments.
• Strong understanding of supplier governance, contract performance and service reporting.
• Experience monitoring and reporting against SLAs and KPIs.
• Strong analytical skills with the ability to interpret service performance data and identify trends.
• Experience creating reports and dashboards using Power BI or similar reporting tools.
• Excellent communication and stakeholder management skills.
• Strong organisational skills with attention to detail.
• Experience coordinating suppliers, vendors or third‑party service providers.
• Experience working with global technology providers such as AT&T, DXC, AWS, Google or similar organisations.
• Understanding of ITSM frameworks and best practices.
• Knowledge of asset management and workplace technology support processes.
• Experience supporting procurement or vendor onboarding activities.
• Exposure to service governance and supplier review frameworks.

What Success Looks Like

• Suppliers consistently meet contractual obligations and service commitments.
• Service performance is visible through accurate and meaningful reporting.
• Risks and performance issues are identified and addressed proactively.
• Workplace technology services are delivered efficiently and effectively.
• Internal stakeholders have confidence in supplier performance and service quality.

Qualifications

• Degree, diploma or equivalent experience in Information Technology, Business Administration, Supply Chain or a related field.
• ITIL Foundation certification is desirable.
• Vendor management, supplier governance or procurement certifications would be advantageous.

Additional Information

Join us and we’ll help build your career, with excellent training and opportunities for career growth across the business, both locally and globally. You’ll experience an inclusive environment, with strong leadership and a focus on safety and wellbeing. You’ll also have the flexibility to choose from a wide range of benefits to suit your lifestyle, offering you and your family support from a health and wellbeing, financial andlifestyle perspective.

Join us and work for a world‑leader, with the benefits and training to reward your dedication and skills. Be part of a team where we are making the world a safer place.

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.