IT Service Management Analyst

Job Title:

IT Service Management Analyst

Location:

Hybrid - Leeds Salary:
Up to £45,000  comprehensive benefits package Why Apply? Within a business showing continuous growth, you'll play a key role in strengthening established IT service delivery services across a complex enterprise environment. It'll offer the opportunity to lead on Change Management & Major Incident Management, while also supporting governance, compliance, and continuous improvement. You'll be working to recognised frameworks such as ITIL, ISO
20000, and ISO
27001. It suits an IT service management professional who thrives in high-impact situations and values structure, quality, and measurable outcomes. IT Service Management Analyst Responsibilities Manage the Major Incident process, ensuring rapid resolution, clear communication, and stakeholder confidence. Oversee Change Management activities, coordinating CAB processes and reducing operational risk. Lead Problem Management initiatives, including root cause analysis and preventative actions. Support Service Transition for new and changed services, ensuring operational readiness and compliance.

Monitor, measure, and report on service performance against SLAs. Produce monthly service reports and lead regular service review meetings. Support Business Continuity and Disaster Recovery planning, including 6-monthly or annual BCP and DR testing and summary reporting. Design and implement lean ITSM processes aligned to ISO
20000 and ISO
27001 standards. Identify and document opportunities for continuous service improvement. IT Service Management Analyst Requirements Strong working knowledge of ITIL best practices and IT service governance.

Experience of a Service Management platform e.g. Jira Proven experience managing Major Incidents, including high-pressure 'war room' scenarios. Experience chairing CAB meetings or leading Change Management processes. Strong analytical and problem-solving skills with experience in root cause analysis. Ability to communicate effectively with technical teams and senior business stakeholders. Experience producing service reports using tools such as Jira, Power BI, or advanced Excel.

ITIL Foundation certification Desirable ISO
20000 and/or ISO
27001 certifications desirable. Practical understanding of ISO
20000 and ISO
27001 standards. What's in it for me? Permanent IT service management role with long-term stability Hybrid working model Professional development and certification support Exposure to enterprise-level ITSM, compliance, and governance Co-operative, process-driven environment focused on quality and improvement We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.