Lead Service Analyst - Networks

Lead Service Analyst - Networks

£42,000 to £48,000 plus great benefits (Work Level 6A)

Manchester city centre - in this role you'll work in a hybrid way splitting your time between home and the office (average one to two days per week) (find out more about our hybrid working policy at ).

We're open to applications from people who may require flexible working arrangements. There'll be an opportunity to discuss your flexible working requirements during the interview process, and at offer stage.

We're reshaping our Digital, Technology and Data function for the future, creating new opportunities, strengthening our capability, and building clearer, more resilient ways of working so we can deliver even better services for our Co-op, our colleagues, members and customers.

We're looking for a Lead Service Analyst to join our Technology team and help us deliver reliable, high-performing services that support colleagues, customers and members across our Co-op. You'll use data, insight and service management expertise to help monitor service health, identify opportunities for improvement and support effective decision-making across a portfolio of critical technology services. Working closely with Service Managers, engineers, suppliers and stakeholders, you'll help ensure our services remain stable, resilient and fit for the future.

In this role you will support the delivery of network services that underpin every business function across the co-op group. From physical devices like switches, wireless access points routers and firewalls to network services like DNS, DHCP and Load Balancing, you’ll play a key role in ensuring these services remain reliable, accessible and fit for the future. Using data and insight, you’ll help shape how we manage and improve our services, identifying trends, risks and opportunities that drive better performance and colleague experiences.

You’ll also play a key role in managing supplier performance and financial governance, helping ensure our technology partners deliver on their commitments and that service costs are effectively managed, tracked and reported.

• Analyse service performance data to identify trends, risks and opportunities for improvement across network services
• Support incident, problem and change management activities, providing insight and evidence to support decision-making and continuous improvement
• Produce and maintain service reporting, dashboards and performance insights for stakeholders and service reviews
• Work with Service Managers, technical teams and suppliers to improve service performance and operational effectiveness
• Monitor supplier performance, making sure suppliers are delivering to contractual commitments and performance is tracked and reported on
• Support operational readiness and service transition activities, helping ensure new services and changes are ready to be supported in live environments
• Ensure that suppliers maintain accurate service records, documentation, knowledge articles and service catalogue information

We're committed to making our roles as accessible as possible, so we only ask for the minimum criteria. To thrive here, you'll need to bring:

• Experience working within IT Service Management, including service delivery via 3rd party telecoms providers
• A base knowledge of networking technologies including IP addressing, switching and routing, firewalling principles
• Experience analysing data and identifying trends, risks and opportunities to improve service performance and customer outcomes
• Strong analytical and problem-solving skills, with the ability to turn complex information into clear insights and recommendations
• Experience producing reports, dashboards or service performance…