# Lead Service Analyst - Food Stores & Membership

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

**Apply**: https://hcnq.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX/job/1073177?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/lead-service-analyst-food-stores-and-membership-7dd63d9b-9d1/

## 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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## Skills

### Required
- IT Service Management
- Service Operations
- Service Delivery
- data analysis
- problem-solving
- communication
- stakeholder management
- ITIL

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Source: [Apply at hcnq.fa.em2.oraclecloud.com](https://hcnq.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX/job/1073177?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)