Senior Service Management Analyst

  • Salary:
  • Job ID: 164975
  • Category: IT

Our Client is one the UK’s leading wealth managers who offer award-winning personalised wealth management services.


We are looking to appoint a Senior Service Management Analyst in their Newcastle office. This is a great opportunity for you to hold responsibility for the co-ordination of Major Incident Management, Problem Management and Change Management.


Job Summary:


  • You will work within the IT Support team and alongside 2nd & 3rd line teams, the focus for this role is on ensuring the smooth management of these key processes to ensure our services are robust and service disruptions are minimised.

  • The role is responsible for ensuring these processes are followed and managed consistently across our Business Change and Technology team.

  • As part of the IT Support team there may be a need to be involved with incident and request management and fulfilment during busy periods.  Weekend and out of normal office hours work may also be required at times during busy periods.



Qualifications/Educational Requirements:

 Must be an experienced Service Management professional with:


    • A minimum of 3 years’ experience working in a busy highly regulated infrastructure and operations environment supporting IT related services

    • Experience of managing Major Incidents, Change and Problem Management processes.

    • Experience of working collaboratively with individuals from across various support teams to gain success outcomes to technical issues affect services.

    • Experience of co-ordinating and chairing meetings with individuals at all levels across organisations.

    • Evidence of consistent achievement against performance targets

    • A ‘can do’, solutions focused approach to work and customer service

  • Beneficial to have experience of working with ServiceNow.

  • Beneficial to hold the ITIL Foundation certificate or higher, Problem Management and Change Management certification.

  • Beneficial to have worked in a mature Infrastructure & Operations environment, aligned to ITIL best practise.