# Lead Service Analyst - Life Services, Contact and Digital Workplace

**Company**: Co-op
**Location**: Manchester, Lancashire
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: Up to £48,000
**Category**: IT
**Industry**: Technology

**Apply**: https://hcnq.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX/job/1072632?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_17412dba-e60

## 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 Life Services.

You 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.

Working closely with Service Managers, engineers, suppliers, and stakeholders, you will help ensure our services remain stable, resilient, and fit for the future.

**Responsibilities:**

- Analyse service performance data to identify trends, risks, and opportunities for improvement across one or more technology 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

- Support operational readiness and service transition activities, helping ensure new services and changes are ready to be supported in live environments

- Maintain accurate service records, documentation, knowledge articles, and service catalogue information

- Identify and track operational risks, compliance activities, and improvement actions, ensuring issues are visible and appropriately managed

- Provide 2nd line technical support and triage to support incidents

- Support incident and change management activities out of core operational hours when required

**Requirements:**

- 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, ITIL 4, or equivalent)

- A good understanding of Service Management toolsets such as Jira, Confluence, or ISM

**Benefits:**

- 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

For more fresh new jobs, check out [yubhub.co](https://yubhub.co/).

## Skills

### Required
- IT Service Management
- Service Operations
- Service Delivery
- Analytical skills
- Problem-solving skills
- Communication skills
- Stakeholder management
- ITIL
- Jira
- Confluence
- ISM

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Source: [Apply at hcnq.fa.em2.oraclecloud.com](https://hcnq.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX/job/1072632?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)