6824 - Service Level Analyst
| Dyddiad hysbysebu: | 17 Mehefin 2025 |
|---|---|
| Cyflog: | £34,140 i £42,019 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | The national salary range is £34,140 - £37,105, London salary range is £38,661- £42,019. Your salary will be dependent on your base location |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 01 Gorffennaf 2025 |
| Lleoliad: | UK |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 3 ddiwrnod yr wythnos |
| Cwmni: | Ministry of Justice |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 6824 |
Crynodeb
The Service Level Analyst Grade HEO role is responsible for the analysis and assurance of catalogue of existing services across the HMCTS estate, supporting the SLM structure that covers Service Level Agreements (SLAs) with the Customer and Service Level Targets with the internal IT support teams. They are expected to conform to the governance framework for SLM, including maintaining strong relationships with third Party Suppliers/Contract Management to ensure they adhere to the SLM process and agreed SLAs.Reporting to the DTS Service Level Manager (SEO), you will assist with the implementation of the process and supporting systems into the authority and contribute to the delivery of the strategy and roadmap for evolving our operational processes and capability.
Key Responsibilities:
Create and maintain internal & external relationships to support the strategy and vision for Service Level Management across all areas of HMCTS.
· Produce regular reports on service performance for HMCTS stakeholders at an appropriate level.
· Maintain the regular Service Level review process with both the IT Customer and IT provider, and distribute actions required to maintain or improve service levels.
· Contribute to annual (as appropriate) reviews of the entire Service Level process with the Service Level Manager and support the implementation of any amendments necessary.
· Interact alongside the Service Level Manager with the appropriate service management processes to support Service Levels deliverables: problem management, incident management, change management, capacity, and availability management etc.
· Assist the Service Level Manager to implement improvements and efficiencies, working closely with other service management colleagues.
· Champion the governance and management of Service Levels, their tracking and reporting, working with colleagues across government and other Government, Digital and Data (GDD) communities and analytical professions.
· Instil the delivery of ITIL best practice regarding Service Level Management and reporting during interactions with the wider organisation.
· Team player of the Service Performance Team; inspire and motivate the team to deliver service excellence, coaching and developing individuals to the best of their ability and manage the resources in accordance with HMCTS policies and procedures, so that the team’s business objectives are achieved consistently.
Skills & Experience:
We’re looking for an individual with strong analytical, problem-solving, and capacity and availability management experience who likes working with a broad range of stakeholders and users. You will also contribute to the wider community and share your skills and experiences with others across HMCTS, MOJ and the wider Government, as required.
Essential Criteria:
· ITIL v4 Foundation qualification is essential for this role and proof of this will be requested at application stage (certificate required)
· An understanding of the expectations of service level management and experience of working in a Service Analyst / ITIL environment
· You are someone who naturally makes connections and can build positive working relationships with stakeholders and customers at all levels, to communicate, inspire and better understand their needs.
· Proactively looks for innovative ways to improve the service delivered to customers while mitigating the risks from not achieving Service Level Targets and their impact through engagement with internal IT support teams and third-party suppliers.
· Excellent written and spoken communication skills.
· Experience of working in large, complex organisations.
Key Responsibilities:
Create and maintain internal & external relationships to support the strategy and vision for Service Level Management across all areas of HMCTS.
· Produce regular reports on service performance for HMCTS stakeholders at an appropriate level.
· Maintain the regular Service Level review process with both the IT Customer and IT provider, and distribute actions required to maintain or improve service levels.
· Contribute to annual (as appropriate) reviews of the entire Service Level process with the Service Level Manager and support the implementation of any amendments necessary.
· Interact alongside the Service Level Manager with the appropriate service management processes to support Service Levels deliverables: problem management, incident management, change management, capacity, and availability management etc.
· Assist the Service Level Manager to implement improvements and efficiencies, working closely with other service management colleagues.
· Champion the governance and management of Service Levels, their tracking and reporting, working with colleagues across government and other Government, Digital and Data (GDD) communities and analytical professions.
· Instil the delivery of ITIL best practice regarding Service Level Management and reporting during interactions with the wider organisation.
· Team player of the Service Performance Team; inspire and motivate the team to deliver service excellence, coaching and developing individuals to the best of their ability and manage the resources in accordance with HMCTS policies and procedures, so that the team’s business objectives are achieved consistently.
Skills & Experience:
We’re looking for an individual with strong analytical, problem-solving, and capacity and availability management experience who likes working with a broad range of stakeholders and users. You will also contribute to the wider community and share your skills and experiences with others across HMCTS, MOJ and the wider Government, as required.
Essential Criteria:
· ITIL v4 Foundation qualification is essential for this role and proof of this will be requested at application stage (certificate required)
· An understanding of the expectations of service level management and experience of working in a Service Analyst / ITIL environment
· You are someone who naturally makes connections and can build positive working relationships with stakeholders and customers at all levels, to communicate, inspire and better understand their needs.
· Proactively looks for innovative ways to improve the service delivered to customers while mitigating the risks from not achieving Service Level Targets and their impact through engagement with internal IT support teams and third-party suppliers.
· Excellent written and spoken communication skills.
· Experience of working in large, complex organisations.