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Service Management Analyst

1 month ago

Portsmouth Hampshire, United Kingdom Envitia Group Full time

Join the Growth Story at Envitia

Join Envitia, a leader in the UK's digital and software services landscape, where your work in cutting-edge technology empowers our customers to manage, share, and exploit data more effectively:

  • Influence significant digital and data transformation projects within the UK public sector.
  • Utilise AI and Machine Learning to innovate sophisticated decision support systems.
  • Make an impactful contribution to society by harnessing the power of data.

Why we are different?

We pride ourselves on being more than just a company – we are a community of innovators and problem solvers. What sets us apart is our commitment to fostering an inclusive, collaborative environment where every voice is heard and valued. Our employees are given the autonomy to explore new ideas and the support to bring them to life, ensuring that creativity and innovation are at the heart of everything we do. We invest in our employees' growth through continuous learning opportunities and career development programs, believing that our success is driven by the success of our people. Join us and be a part of a company that values your individuality and empowers you to achieve your full potential.

The Role

We are recruiting for a new Service Management Analyst to join our growing Project Management Team, working on our largest defence programme.

The role will be responsible for supporting service delivery through assisting with service reporting, incident and change management, tracking and prompting for periodic security approvals, evolving the service design, definition and documentation of new and improved processes and procedures.

The role will also assist with maintaining and evolving the ITIL aligned Service Management Framework, identifying and leading selected CSI initiatives. The Analyst will also deputise for the Service Delivery Manager during periods of leave and perform other ad-hoc tasks to support the operations of the NDH team as delegated.

The Service Management Analyst will report to the Service Delivery Manager and join Envitia’s Project Management Department. Professional development will be supported by the Service Delivery Manager and Envitia and the candidate will rotate in time onto other service contract assignments as Envitia’s business interests evolve.

Job Responsibilities

  • An active member of the Service Management team supporting the Service Operation, Service Desk, Transition, and Service Operation team.
  • Tracks service performance against agreed OLA's, SLA's & KPIs.
  • Supports the management of major incidents (P1 and P2's) through to prompt and successful service restoration.
  • Implement updates to the design of the end-to-end Service, working closely with internal and external partners.
  • Responsible for identified Continual Service Improvement Initiatives within Service Operations, identifying and leading initiatives to drive continuous improvement whilst protecting the integrity of the Service.
  • Support for planned and incident communications with key stakeholders.
  • Responsible for analysing service performance data and creating the monthly service dashboard, ensuring reports are communicated in a language that is easily understood.
  • Supports data provision and analysis for monthly service reviews.
  • Support into Change Advisory Board (CAB) meetings to ensure risk and impact to service is understood prior to change deployment.

Skills Required

  • Experience of infrastructure and/or application service delivery management.
  • Good knowledge of the ITIL Practices including Incident Management, Problem Management, Change Enablement, Knowledge Management, Request Management, IT Asset Management, Service Configuration Management, Measurement & Reporting, Continual Service Improvement and Relationship Management.
  • Understanding of process development and change in an evolving service against a defined service model.
  • Must be able to show initiative, with appropriate guidance, in a fast paced and changing environment.
  • Strong interpersonal skills, with an ability to exercise good judgement to find solutions - respecting process, but focusing on outcomes.
  • Experience of digital service delivery into the MOD and/or central UK Government clients is desirable.

Security Clearance Requirements

The successful candidate must be eligible to go through a SC level security clearance.

Location

The role will be required onsite in Portsmouth up to 2 days a week.

What it's like to work at Envitia

At Envitia, we believe that our greatest asset is our talented and dedicated team. We are committed to fostering a work environment where every employee feels valued, supported, and motivated to excel. As part of this commitment, we offer a comprehensive range of benefits designed to enhance both your professional and personal well-being.

Annual Leave: 25 days plus your birthday off. You will have the ability to buy and sell 5 days holiday to work around your needs.

Private Healthcare Coverage: Our health plan is tailored to meet the diverse needs of our employees with additional levels for family if required.

Flexible Work Arrangements: Achieve a better work-life balance and explore what flexible working arrangements we can provide for you. We understand the importance of accommodating personal commitments and offer options that suit your needs.

Fitness Reimbursement: We encourage an active lifestyle. Our fitness reimbursement program helps you stay fit by covering a portion of your gym memberships or fitness-related expenses.

Training & Skills Development: Stay ahead in your career with ongoing training opportunities and skill development initiatives tailored to your evolving needs.

Life Assurance: Gain peace of mind with extensive life insurance coverage that ensures financial protection for you and your loved ones.

Pension Contribution: Plan for your future with our pension options. We provide resources and support to help you build a secure financial foundation.

Perkbox Subscription: Enjoy exclusive discounts on a variety of products and services. From technology to entertainment, we've partnered with various businesses to bring you special perks.

Internal Reward Schemes: Be rewarded for your exceptional contributions through our employee recognition initiatives that celebrate your achievements.

Community Engagement & Volunteer Opportunities: Contribute to meaningful causes with company-sponsored volunteer programs, fostering a sense of community and social responsibility.

Inclusion at Envitia

At Envitia, we celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants from all backgrounds and walks of life. We believe that our strength lies in our differences, and we are dedicated to fostering a workplace where everyone feels valued, respected, and empowered.

We encourage applications from people of all abilities, ages, genders, sexual orientations, races, ethnicities, and religions. We strive to support a culture of inclusion, accessibility, and work-life balance.

We actively pursue a range of initiatives in support of this commitment:

  • Diversity Training Programs: Regular training for all employees to enhance understanding and appreciation for diversity and inclusion.
  • Recruitment Practices: We ensure our hiring practices are open, accessible, fair and inclusive, actively seeking to recruit a diverse range of talents from different backgrounds, cultures, and perspectives.
  • Employee Resource Groups: Supporting various employee-led groups that cater to diverse communities within our workforce, providing them with resources and a voice within the company.
  • Community Engagement: Engaging with local communities and organisations to support broader social diversity and inclusion efforts.

If you require any accommodations during the application or interview process, please let us know.

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