Senior Service Analyst - AIT130

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Key Information

Job title: IT Senior Service Analyst – Technology Products & Operations (Networks & Hosting)

Salary: £63-67k (dependant on skills and experience)                               Grade: Band 3 

Contract type: Permanent                                                                          Reference: 5197  

Team: Service Owner - Networks and Hosting                                             Directorate: TfL Corporate 

Contract details: TfL                                                                                   Location: Pier Walk / Hybrid Working 

Application closing date: Sunday 23rd August 2026 

All offers of employment are subject to satisfactory right‑to‑work checks.  Candidates must be able to demonstrate their right to work in the UK.  At the present time TfL is unable to offer visa sponsorship for this role.  

About Us

Transport for London (TfL) keeps London moving, serving millions of customers every day through one of the world's most complex and integrated transport networks. Behind every journey is a diverse range of technology services that enable safe, reliable and efficient transport across the capital. The work you do supports the future of sustainable transport. 

Technology Products & Operations (TP&O) is responsible for the delivery, support and continuous improvement of the technology services that underpin TfL's operations. 

Joining TfL means being part of an organisation where technology has a direct impact on people's lives, helping deliver better services for customers, colleagues and London as a whole. As part of a large and diverse technology function, you'll have opportunities to broaden your skills, build valuable networks and explore future career progress.

Our Team

The Networks & Hosting team sits within Technology Products & Operations and is responsible for ensuring the effective performance, governance and continuous improvement of a wide range of critical infrastructure services.

Working closely with Managers, Service Owners, Technology Service Operations (TSO), third-party suppliers and senior stakeholders, the team provides oversight of service performance, service governance, reporting and continual service improvement activities across the service lifecycle. 

The team is highly collaborative and plays a central role in:

• IT Service performance management and governance.
• Incident, problem and risk management oversight.
• Service reporting and trend analysis.
• Continual Service Improvement (CSI)
• Business relationship management across TP&O and wider TfL.
• Supporting operational excellence across Networks & Hosting services. 

This is an excellent opportunity for an experienced service management professional who enjoys working with data, influencing stakeholders and driving service improvements across a complex technology environment.

About the Role

As a Senior Service Analyst, you will be responsible for ensuring the effective management and reporting of services across your portfolio, helping to maintain high standards of service quality, performance and governance.

You will work closely with Managers and Senior stakeholders to analyse operational performance, identify trends, manage governance activities and provide recommendations that improve service outcomes.

A significant part of the role involves leading service management reporting activities, including the review and analysis of the department’s performance against targets and SLAs relating to; incidents, service requests, knowledge articles, risks, problems and continual service improvements.

You will provide meaningful insight to support operational and strategic decision-making and ensure service management processes are effectively adopted and adhered to across the organisation. 

Key responsibilities include:

• Monitor, analyse, and report on IT service performance, identifying trends and opportunities for improvement.
• Provide governance and assurance across IT Service Management processes and practices.
• Build strong relationships with stakeholders, suppliers, and delivery teams to support effective service outcomes.
• Deliver expert guidance on ITSM best practices, driving service excellence and continual improvement.
• Communicate service performance, risks, and recommendations to operational and senior management audiences.

This role offers exposure to a broad range of infrastructure technologies and service management disciplines, making it an ideal opportunity for someone looking to further develop their career within a large-scale, enterprise technology environment.

Essential Skills and Knowledge

• ITIL Foundation certified.
• Proven experience in IT Service Management, Service Delivery, or Service Operations.
• Strong understanding of ITSM principles, service governance, service lifecycle management, and performance reporting.
• Experience analysing service performance data, identifying trends, and producing management insights.
• Skilled in stakeholder management and delivering against service levels and operational targets.
• Experience with ITSM tools, including Remedy or similar platforms.
• Advanced proficiency in Microsoft Excel, PowerPoint, and Power BI.

Key Competencies

• Excellent communication, influencing, and presentation skills, with the ability to engage senior stakeholders.
• Strong analytical and problem-solving capabilities.
• Excellent planning, organisation, and prioritisation skills.
• Adaptable and responsive to changing business priorities.
• Strong business and organisational awareness, with an understanding of how technology services support business outcomes.
• Customer-focused, with a commitment to delivering service excellence.

Qualifications

• Degree in a relevant technology discipline, equivalent professional qualification, or demonstrable industry experience in IT Service Management experience and/or practical application within a large organisation. 

Desirable – Skills and Knowledge

• ITIL Practitioner, ITIL Managing Professional, or other relevant ITSM certifications.
• Familiarity with KPI, SLA, OLA, and service governance frameworks.
• Knowledge of Technology Service Operations governance processes.
• Experience participating in Risk, Problem and Continual Service Improvement forums.
• Knowledge of cloud, hosting, network, or infrastructure services.
• Knowledge of Service Integration and Management (SIAM) or multi-supplier service models.

Note: If you have some but not all these skills, support and training can be provided.

If you are passionate about service excellence, enjoy working with data and stakeholders, and want to help deliver technology services that support millions of journeys across London every day, we'd love to hear from you.

 
Application Process  
 

• Please apply using your CV. Word format preferred and do not include any photographs or images 

Equality, diversity and inclusion
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. 
 
Benefits 
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow.  Rewards vary according to the level of role but mostly include the below:
 

• Final salary pension scheme
• Free travel for you on the TfL network
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
• 30 days annual leave plus public and bank holidays
• TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
• Private healthcare discounted scheme (optional)
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel

Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4 week period. Hybrid working arrangements can evolve subject to business requirements. 

We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.