Service Design Analyst

We are seeking an experienced Service Analyst to support service delivery operations while contributing to service design and continuous improvement initiatives. This role blends strong analytical capability with service management and service design expertise.

The successful candidate will work closely with the Service Delivery Manager, ensuring operational stability, service performance, and key deliverables are achieved in a structured and professional environment.

Note: Must have active Security clearance

Key Responsibilities

• Support the Service Delivery Manager with reporting, planning, governance, and operational oversight.
• Assist in day-to-day service operations across service management practices including Incident, Problem, Service Improvement, Service Design, and participation in Major Incidents.
• Monitor and report on service KPIs to ensure performance, quality, and compliance standards are met.
• Contribute to service design initiatives including journey mapping, blueprinting, prototyping, testing, and validation.
• Translate service insights and data into clear requirements and actionable recommendations.
• Facilitate stakeholder workshops to align teams and support co-design of service improvements.
• Maintain accurate service documentation including service catalogues, process guides, knowledge articles, and operational artefacts.
• Support change and improvement initiatives to ensure smooth service adoption and transition.
• Escalate complex issues appropriately while maintaining ownership and accountability.

Skills & Experience

• 7+ years' experience in service delivery, support projects, or service management environments.
• Strong understanding of service design methodologies (journey mapping, blueprinting, co-design).
• Proven analytical and problem-solving skills with the ability to interpret service performance data.
• Experience supporting or partnering with Service Delivery Managers in operational contexts.
• ITIL V3 certification required; ITIL V4 preferred.
• Strong communication and facilitation skills, including engagement with senior stakeholders.
• Experience using service design and analysis tools such as Miro, Visio, or similar.
• Understanding of digital service delivery models and agile ways of working.