Description
We are seeking a Lead Service Analyst to join our Technology team and help deliver reliable, high-performing services that support colleagues, customers, and members across Co-op Food and Membership.
The successful candidate will use data, insight, and service management expertise to monitor service health, identify opportunities for improvement, and support effective decision-making across a portfolio of critical technology services.
Key responsibilities include:
- Analysing service performance data to identify trends, risks, and opportunities for improvement
- Supporting and coordinating incident, problem, and change management activities
- Producing and maintaining service reporting, dashboards, and performance insights
- Working with Service Managers, technical teams, and suppliers to improve service performance and operational effectiveness
- Supporting operational readiness and service transition activities
- Maintaining accurate service records, documentation, knowledge articles, and service catalogue information
- Identifying and tracking operational risks, compliance activities, and improvement actions
- Assisting with improving service management processes and tooling capabilities
- Supporting incident and change management activities out of core operational hours when required
The ideal candidate will have:
- Experience working within IT Service Management, Service Operations, Service Delivery, or a similar technology environment
- 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 information for a range of stakeholders
- Strong communication and stakeholder management skills, with the ability to work collaboratively across technical and non-technical teams
- A good understanding of service management frameworks, principles, and best practice (such as ITIL)
Benefits include:
- An annual bonus (based on personal and business performance)
- 28 days holiday (rising to 32 with service) plus bank holidays
- A pension with up to 10% employer contributions
- Access to a subsidised onsite gym
- 30% discount on Co-op products and 10% off other brands
- Stream – early access to a percentage of your pay as you earn it
- Virtual healthcare including GP appointments, mental health support, nutrition, and fitness advice
- 24/7 colleague support service
- Training and support for your development and career progression
- Cycle-to-work scheme
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