Harvey Nash is now inviting candidates to apply for the role of Service Operations Analyst.
- Initial 6 months contract
- Inside of IR35, £417 - £525 a day
- Havant / Hybrid
- Service Management Transformation
You will support BAU IT operations and the transition to a new outsource partner by providing process governance, assurance, and performance reporting across core ITSM practices. The role works with the Head of Service Operations and Service Operations Manager to help ensure consistent application of Incident, Major Incident, Problem and Change Management processes, and strong integration with Service Desk operations.
Key Responsibilities
- ITSM Process Governance & Assurance (Incident / Problem / Change / Major Incident)
- Outsource Transition Assurance
- Performance Reporting & Service Data (CSDM)
- Major Incident Management & Communications
- Stakeholder Management
Essential Experience
- Experience in IT service operations within an outsourced / managed service environment, with sufficient operational understanding to assure and govern Incident, Major Incident, Problem and Change processes.
- Strong knowledge of ITSM/ITIL practices with emphasis on process governance/assurance, controls, and continuous improvement.
- Good understanding of Service Desk operations (triage, categorisation, routing, escalation, knowledge) and how Service Desk data drives performance reporting.
- Experience producing operational performance reporting (KPIs/SLAs/OLAs), including trend analysis, exception reporting, and translating data into actionable insight.
- Experience with Common Service Data Model (CSDM) concepts and/or service data modelling, and the ability to support CSDM implementation through definitions, data quality, and stakeholder adoption.
- Working knowledge of ITSM tooling (e.g., ServiceNow), including reporting and data quality practices; familiarity with CMDB/service portfolio concepts is advantageous.
- Able to work with pace and attention to detail across multiple data sources and stakeholders.
Please apply with your most recent CV for consideration.
