Service Management Analyst

Telana are experts in applied innovation, focused on delivering business outcomes through AI, data, software development, and cloud engineering expertise. We leverage our problem solving skills and end‑to‑end capabilities to help our clients create better solutions for their customers and employees.

As a top‑tier partner of Google Cloud and Microsoft, the market leaders for AI, Data, and Cloud, we work with some of the world’s biggest brands and government organisations to help them solve their toughest business and operational challenges; whether that’s attracting new customers, driving operational efficiency, or improving reducing risk.

We have received impressive external recognition for its innovative offerings, best‑in‑class capabilities, and tangible impact for customers across various industries:
Telana is recognized as a Leader for Data, Analytics, and Machine Learning in the ISG Provider™ Lens for Google Cloud Partner Ecosystem in 2024, and a Rising Star in 2022 and 2023. We are an accredited Azure Expert MSP provider, and have also been awarded Google Cloud’s 2024 EMEA Public Sector Partner of the Year award.

As a Service Management Analyst, you will support the Service Management Practice Lead in maintaining, monitoring, and improving a defined portfolio of ITIL practices across Telana’s managed services operation. This is a hands‑on, operational role in a growing Managed Services Provider. You will help execute daily service management processes, maintain documentation, manage reporting data, and support the governance needed to deliver consistent, scalable, high‑quality managed services.

The role will support a selection of practices from areas such as:

• Problem Management analysis and administration
• Change Enablement coordination
• Knowledge Management and runbook governance
• Service Level, KPI and operational reporting
• Continual Improvement coordination and management
• IT Asset Management coordination and validation, including audit support

This role is designed to be the operational "engine room" for the practice, ensuring that processes are consistently applied and that data is accurate.

You will report to the Service Management Practice Lead and play a key role in supporting the operational maturity of Telana’s managed services capability.

You will work closely with the Service Desk team, technical teams, and project teams to ensure service management practices are followed, documented, and reported. You will be the point of contact for day‑to‑day administrative tasks within the service management function. You will also support on‑boarding and transition initiatives with process and knowledge capture.

Your responsibilities are likely to include:

• Assist the Service Management Practice Lead in the daily operation of key ITIL practices;
• Support major incident coordination, including maintaining incident timelines, arranging communication bridges, tracking actions, preparing stakeholder updates, and supporting post‑incident reviews.
• Support Problem Management activity by helping identify incident trends, maintain problem records, track known errors, and follow up on corrective and preventive actions.
• Provide administrative support for governance forums, such as Change Advisory Boards (CABs), problem reviews, and post‑incident reviews;
• Support Change Enablement activities, including change record quality checks, schedule coordination, CAB preparation and post‑implementation review tracking.
• Document and track action items from service management meetings to ensure they are completed on time;
• Act as a super‑user for ITSM tooling, helping team members with system queries and supporting the testing of new workflow configurations.

Maintain documentation and knowledge

You will help ensure that operational documentation is accurate, useful and aligned to the way services are actually delivered. This may include:

• Maintaining and updating service catalogue content, knowledge articles, runbooks, and process workflows to ensure they reflect current operational reality;
• Ensuring known error records and support documentation are accurate, accessible, and up to date;
• Supporting…