Service Management Analyst ITSM

Salary: £50,000 – 50,000 per year

Requirements

• Hands‑on Major Incident and Problem Management experience
• Experience in an MSP (Managed Services Provider) environment
• Good understanding of ITIL 4, ideally ITIL 4 Foundation
• Skilled facilitator with the ability to lead governance forums, incident bridges, problem reviews, service improvement forums and cross‑functional working groups
• Advanced stakeholder management skills with the ability to influence teams across the organisation
• SC Clearance, or the ability to achieve it

Responsibilities

• Support Major Incident and Problem Management activities
• Coordinate high‑priority incidents and facilitate stakeholder communications
• Track actions through to resolution
• Work with technical and service teams to identify recurring issues
• Contribute to root cause analysis
• Support Change Advisory Board (CAB) activities
• Help drive continual service improvement across the organisation
• Participate in on‑call support for major incidents
• Work from home most of the time and meet colleagues at the Preston office twice a week
• Travel to client sites as required

Technologies

• Support
• ITIL
• ITSM

More

We are a growing software and technology consultancy offering a Service Management Analyst role with a salary of up to £50k. This is a hands‑on position with broad exposure to ITIL practices and service operations, giving you the opportunity to deepen your expertise before progressing into leadership. We offer pension, healthcare, regular social events, hybrid working, and career growth opportunities. Our team works mostly from home, with two days a week in our Preston office and occasional travel to client sites.

last updated 27 week of 2026

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