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
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