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Service Performance Analyst
Job in
Glasgow, Glasgow City Area, G1, Scotland, UK
Listed on 2026-01-02
Listing for:
Adroit People
Part Time, Contract
position Listed on 2026-01-02
Job specializations:
-
IT/Tech
Data Analyst, IT Business Analyst
Job Description & How to Apply Below
Role
Service Performance Analyst
Duration1 Year FTC.
Location:
Glasgow, UK. Hybrid 3 days/week.
MTTR / MTBF, Service Performance, CAB
Job Spec PurposeMonitor day-to-day service performance and provide actionable insights across Incidents, Service Requests, Change, and Defect Management (aligned to ITIL 4 practices).
Key Responsibilities- Track SLA / SLO attainment, backlog health, MTTR / MTBF, change success rate, and defect trends; flag risks and emerging patterns.
- Maintain and improve operational dashboards; ensure data freshness, accuracy, and availability.
- Produce weekly / monthly performance packs and ad-hoc analyses for service reviews and CSI actions.
- Investigate breaches / outliers; recommend corrective actions and continuous improvement opportunities.
- Harmonize data definitions and reporting taxonomies across tools (JIRA).
- Support governance cadences (service reviews, CAB inputs) with clear metrics and narratives.
- JIRA:
Build / optimize dashboards, JQL filters, boards, and gadgets; manage metadata / fields. - Excel:
Create...
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