Senior Service Management Analyst

Salary: £35,000 - 40,000 per year

Requirements:

• 3+ years in a senior support, service desk, or ITSM role at a software/SaaS company.
• Working command of ITIL Incident and Problem Management, applied pragmatically.
• Hands-on administration of an enterprise ITSM platform (Zendesk, Jira Service Management, Freshservice, ServiceNow, or similar).
• Demonstrable record of improving a support function with concrete examples.
• Strong written and verbal communication; confident in difficult conversations with various stakeholders.
• Eligible to work in the UK and available for a weekend support rota.
• ITIL 4 Foundation (or higher) is desirable.
• Specific experience in Zendesk administration and configuration.
• Prior support experience in hospitality or similar sectors.
• Background in HR, payroll, or workforce management software is a plus.
• Experience shaping a support function through growth or maturation.
• Familiarity with engineering collaboration tools (Jira, GitHub, Teams).

Responsibilities:

• Own the lifecycle of significant incidents end-to-end including triage, coordination, customer communication, resolution, and post-incident review.
• Stand up a lightweight problem management practice that drives recurring issues to permanent fix with Engineering.
• Act as the bridge between Customer Success, Product, and Engineering on support escalations.
• Engage the right people with the right context and keep customers informed throughout.
• Define and embed pathways and handover standards from first line through third line support.
• Partner with the Head of Customer Success to shape support structure and ways of working.
• Evolve service management tooling (currently Zendesk) including workflows, automations, and reporting.
• Build a knowledge base that reduces repeat contacts and produce service reporting to turn trends into action.
• Coach first and second line agents on investigation, troubleshooting, tooling, and customer communication.
• Contribute to onboarding and ongoing training while championing a pragmatic approach to service management.

Technologies:

• GitHub
• Support
• ITIL
• ITSM
• JIRA
• ServiceNow
• Zendesk
• Embedded

More:

At S4labour, we are one of the UKs leading workforce management platforms for hospitality, focusing on enhancing productivity and workplace satisfaction. Our software supports thousands of sites across the UK, and we are excited to enhance our customer support function by adding a Senior Service Management Analyst to our team. We offer a hybrid working model from our Banbury office, additional compensation for weekend support, a salary sacrifice pension scheme, and private healthcare, among other benefits. Youll have the opportunity to shape the service management function as we grow, and we support ongoing professional development and certification.

last updated 32 week of 2026