Lead Service Analyst - Networks

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 our Co-op.

The successful candidate will 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.

Key responsibilities include:

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

The ideal candidate will have:

• 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 information for a range of stakeholders
• Strong communication and stakeholder management skills, with the ability to work collaboratively across technical and non-technical teams
• Expert knowledge of Microsoft applications such as Excel, PowerPoint, Power BI, and Co-Pilot

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 (at our Manchester HQ)
• 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