IT Service Analyst

Salary: £35,000 - 40,000 per year

Requirements:

• Experience managing SLA/KPI performance in IT service environments
• Background working with contractual SLAs and service agreements
• Strong reporting and data analysis capability
• Experience within ITIL-based environments, including Incident, Problem, Change, and Service Level Management
• Exposure to service governance, reviews, and stakeholder reporting
• Experience supporting continuous service improvement initiatives
• Familiarity with ITSM platforms such as ServiceNow or similar
• Understanding of service transition and change impacts on SLAs
• Strong analytical and data interpretation skills
• High attention to detail and reporting accuracy
• Ability to translate technical data into business-focused insights
• Confident communicator with stakeholders at all levels
• Highly organised, able to manage multiple reporting cycles
• Proactive, risk-focused mindset
• Strong understanding of SLA frameworks and service performance management

Responsibilities:

• Own SLA governance across our IT services, ensuring consistent definition and measurement
• Monitor and report on performance daily, weekly, and monthly, highlighting trends, risks, and breaches
• Ensure compliance with our contractual SLAs and KPIs
• Identify and mitigate SLA breach risks, driving corrective actions
• Maintain data quality within our ITSM tools, including ticket categorisation, prioritisation, and SLA tracking
• Analyse performance to improve MTTR, first-time fix, and overall service quality
• Produce governance reporting for our service reviews and forums
• Act as the central authority for our service performance data
• Support stakeholder meetings with clear, data-driven insights

Technologies:

• Support
• ITIL
• ITSM
• ServiceNow

More:

We are seeking an ITSM SLA Analyst for a 12-month fixed-term contract, offering a salary of £35k-£40k. This role focuses on service performance governance, reporting, and continuous improvement across our IT services. You will be the single source of truth for SLA performance, helping us meet contractual obligations, proactively manage risks, and maintain a high standard of service quality within a structured, ITIL-led environment.

last updated 32 week of 2026