Service Management Analyst

Job Description

Job Title:

Service Management Analyst

Req

Job Function:
Service

Posting

Start Date:

24/07/2026

Posting End Date:

Division: UK Business

Job Location:

G  Devon Cornwall Police HQ

Advertised Salary: £31,529.00

Job Req

Posting Date: 24/07/26

Function:
Service

Location:

Exeter

Salary: £31,529.00

The role of the Service Management Analyst sits within the Service Management team on the Devon and Cornwall Police Managed ICT Contract.

The purpose of the Service Management Analyst role is to provide support to other processes that sit within the team.

In addition the role holder may support other Service Management functions including Change and Configuration, Service Transition, Reporting, Supplier & Call Management and Knowledge.

Responsible for the coordination and scheduling of Incidents and Service Requests as carried out by the Field Team. Managing 3rd Party incidents, escalating as and when required and manages the Customer Satisfaction surveys and responses. Collaborate with IT teams, project managers, and stakeholders to align schedules with business priorities.

Track progress of scheduled tasks and adjust timelines as needed.

Controls the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services. The Service Management Analyst will be required to review and validate Minor Change Requests and monitor the Change Management mailbox.

Identifies, controls and accounts for service assets and CIs ensuring their integrity across the service lifecycle. Verifying the configuration records against the infrastructure and to correct any exceptions. The Service Management Analyst will be required to update assets following changes within the End User Workplace tower and perform remote site audits.

Ensuring all qualifying changes relating to new or changed services have completed Service Acceptance activities to achieve Service Acceptance sign off, into the operational environment.

The role engages with Project Managers, Technical resources, and other appropriate stakeholders (both customer and BT) to ensure the correct input documentation is received, quality information is added to the request and passed through the process to the various teams who undertake the onboarding activities.

Monthly production of Service Level Report (KPI and SLA performance results) and complies for customer and BT consumption.

The Reporting Analyst issues Customer Satisfaction Surveys for the End User Workplace Tower, following the resolution of incidents and/or workstation equipment moves during the previous month. Poor or dissatisfied results are escalated to the appropriate BT Team Leader or Manager.

The Reporting Analyst responds to ad-hoc report requests made by either the customer or BT. The Reporting Analyst with liaise with the requestor to agree format, frequency (if not a one-off request) and approved distribution list.

Responsible for maintaining the Service Operation Manual (SOM) and all associated document libraries (containing non-technical, technical, and service support related documentation). Ensure the SOM and associated working practice conform to ISO
9001

The Knowledge Analyst provides support and guidance for the lifecycle management of Knowledge articles created within the IT Service Management delivery tool (Remedy).

To help ensure that all process underpinning documentation is fit for purpose and ISO 20:000 2018 compliant.

• Support the all functional areas of Service Management to Devon and Cornwall & Dorset Managed ICT Contract
• Ensuring that all the support functions are carried out appropriately to minimise the number and impact of any related incidents upon the Customer’s service.
• Recommending and working with all Service aspects to help implement improvements to the process.
• Participation with any new business coming into the team.
• Be cleared to the required security level to ensure compliance to contractual and governance requirements.
• Support all processes in ensuring continued ISO 20:000 2018…