Service Change and Release Analyst

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Key Information

Job title: Service Change and Release Analyst

Salary: £37,500 - £40,000                                                Grade: Band 2 

Contract type: Permanent                                               Reference: 5409 

Team: Service Operations                                                 Directorate: TfL Corporate

Contract details: TfL                                                        Location: Pier Walk / Hybrid 

Application closing date: Thursday 10th September 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.  

Job Purpose

The Service Change & Release Analyst is a member of the Service Change & Release team and is accountable for delivering transition activities, such as service release management, service change management and post implementation review within agreed service level targets.

The role holder will work to ensure all changes to technology and data services, whether through project activity or via service requests, do not disrupt the service and is in line with the appropriate technical regulatory and security standards. The role holder will support the continuous improvement of their nominated process and ensure these remain aligned with the wider Technology Service Operations standards.

Key Accountabilities

• Service Release - Manage the authorisation of all new services and changes on behalf of Technology Service Operations, in line with the ITIL framework, ensuring the process has been followed regarding testing and implementation planning, appropriate impact and risk assessment is undertaken and mitigation activities established prior to every release.
• Service Change - Manage and enforce the change management process ensuring all potential changes are raised, reviewed, impact assessed, approved, and scheduled, in accordance with the defined process and ITIL best practice, such that change is managed in a controlled and planned manner at all times without impacting overall service to customers/users.
• Configuration - Manage the business services, the service mapping and configuration items for new and changed services for technology and data ensuring that the process has been followed and appropriate impact and risk assessment is undertaken, and mitigation activities established prior to every change.
• Service Delivery - Effective and efficient provision of service transition services, as noted in the above scope, in line with agreed Service Level Agreement (SLAs) and Operational Level Agreement (OLAs).
• Service Improvement - Review Releases/Changes upon closure for completeness and level of success, identifying areas for improvement and tracking of such actions through to completion.
• Communications - Ensure timely communication to the business of any Releases\Changes to services they rely upon. Support effective communications surrounding the service transition process that the role is delivering such that all the required parties across TfL are aware of the process and have a common and clear understanding of all decisions made.
• Compliance - Accountable for ensuring actions are compliant with all contractual/licensing obligations and with all regulatory and internal procedural policies to the provision of transition services.

Skills, Knowledge & Experience 

E=Essential
D=Desirable

Skills

• Excellent interpersonal and organisational skills. - E
• ITIL V3/V4 Foundation or above qualification - E
• Proven ability to manage the interactions between suppliers, in-house teams and customers necessary to reliably deliver quality technology service transition services within large-scale, complex operating environments. E
• Proficient in risk management methods and techniques for the assessment and management of technology and business risk. E

Knowledge 

• A University Degree in the relevant technology/computer science subject/equivalent technical qualification or demonstrable professional experience. - D
• Knowledge of ITIL processes with a focus on service transition elements, and its practical application within a complex safety-critical, multiple-site operational business. - E
• Demonstrable experience in the day-to-day operation in Change and Release. - E
• Experience of working in a complex multi-sourced environment i.e. cloud, virtualisation etc. - D
• Working-knowledge of ITSM tooling – preferably ServiceNow, BMC Remedy and Jira Service Desk. - E
• Knowledge of a recognised project delivery method. - D
• Knowledge of TfL’s policies, management structure and business objectives; and the relevant national and international legislation pertaining to the Government/Public Sector IT – e.g. Data Protection Act, EU Procurement Directives and Freedom of Information Act. - D
• Knowledge of agile methodologies, such as Scrum. - D

Experience

• Has worked within the technology industry in a Change and Release analyst role reporting to team lead / Manager level. - E
• Proven experience of working within a group of highly skilled business and technical IT professionals to deliver an ITIL-based service transition capability in a complex, multi-site, preferably public service organisation. - E

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.