Job Specifications
Job Title: IT Service Management Analyst
Location: Hybrid - Leeds
Salary: Up to £45,000 + comprehensive benefits package
Why Apply?
Within a business showing continuous growth, you'll play a key role in strengthening established IT service delivery services across a complex enterprise environment. It'll offer the opportunity to lead on Change Management & Major Incident Management, while also supporting governance, compliance, and continuous improvement. You'll be working to recognised frameworks such as ITIL, ISO20000, and ISO27001. It suits an IT service management professional who thrives in high-impact situations and values structure, quality, and measurable outcomes.
IT Service Management Analyst Responsibilities
Manage the Major Incident process, ensuring rapid resolution, clear communication, and stakeholder confidence.
Oversee Change Management activities, coordinating CAB processes and reducing operational risk.
Lead Problem Management initiatives, including root cause analysis and preventative actions.
Support Service Transition for new and changed services, ensuring operational readiness and compliance.
Monitor, measure, and report on service performance against SLAs.
Produce monthly service reports and lead regular service review meetings.
Support Business Continuity and Disaster Recovery planning, including 6-monthly or annual BCP and DR testing and summary reporting.
Design and implement lean ITSM processes aligned to ISO20000 and ISO27001 standards.
Identify and document opportunities for continuous service improvement.
IT Service Management Analyst Requirements
Strong working knowledge of ITIL best practices and IT service governance.
Experience of a Service Management platform e.g. Jira
Proven experience managing Major Incidents, including high-pressure "war room" scenarios.
Experience chairing CAB meetings or leading Change Management processes.
Strong analytical and problem-solving skills with experience in root cause analysis.
Ability to communicate effectively with technical teams and senior business stakeholders.
Experience producing service reports using tools such as Jira, Power BI, or advanced Excel.
ITIL Foundation certification
Desirable
ISO20000 and/or ISO27001 certifications desirable.
Practical understanding of ISO20000 and ISO27001 standards.
What's in it for me?
Permanent IT service management role with long-term stability
Hybrid working model
Professional development and certification support
Exposure to enterprise-level ITSM, compliance, and governance
Co-operative, process-driven environment focused on quality and improvement
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.
Desired Skills and Experience
ITIL, Change Management, CAB, Major Incident Management, Jira, Service Analyst
About the Company
We’re an independent, service driven recruitment agency that sources high quality, talented individuals to fill permanent and contract roles across the Technology, Clean Technology & Cyber Security sectors.
Since we were established in March 2008 we’ve achieved outstanding success with clients and candidates throughout the UK, US and Europe. We’ve built up rewarding relationships with many of them that continue to this day.
Our success is based on four key attributes:
• our skills and expertise in the recruitment profess...
Know more