Service Operations Analyst

Location: Havant (50% onsite)
Contract: 6 months
Rate: £417-£525/day (Inside IR35)

Overview

We're working with a utilities client seeking a Service Operations Analyst to support governance, reporting, and performance insight across IT service operations during a major transformation programme.

This role focuses on ITSM process assurance, service performance reporting, and driving data-led improvements to ensure operational effectiveness.

Key Responsibilities

• Provide governance and assurance across Incident, Major Incident, Problem and Change processes
• Produce and maintain service performance reporting (KPIs, SLAs, OLAs, trends)
• Analyse operational data to identify risks, recurring issues, and improvement opportunities
• Design and deliver dashboards and MI packs for operational and senior stakeholders
• Perform quality checks on change records, incident data, and PIRs
• Support MSP transition readiness, including reporting and process assurance
• Contribute to CSDM service data improvements and data quality initiatives

Key Requirements

• Experience in IT service operations with a focus on governance and reporting
• Strong understanding of ITIL / ITSM processes and controls
• Proven experience producing MI / KPI reporting and trend analysis
• Good knowledge of Service Desk operations and performance metrics
• Experience with ServiceNow (or equivalent ITSM tooling), including reporting
• Strong analytical skills and ability to translate data into insight
• Exposure to CSDM or service data modelling (desirable)

Ideal Profile

• Detail-oriented and analytical
• Strong communication and stakeholder engagement skills
• Proactive with a continuous improvement mindset
• Comfortable working across multiple data sources and teams