Service Management Analyst

1. About the Directorate

As IT&D, we help to create the University of the future by co-designing new ways of working, enhancing productivity, reducing complexity, supporting innovation, and providing the insights to drive continual improvement. Embracing a digital future in an evolving modern university, you will be working in partnership with our academic and Professional Services colleagues to deliver digital services that help the University achieve its strategic objectives in teaching and research, nationally & globally.

About the Department

Service Management (SM), consisting of the Service Management Office, Service Delivery, and our Service Desk, leads on all aspects of service, including overseeing the end to end delivery of our services, providing first line support for IT&D, and managing our service management governance practices.

This is an opportunity to join our Service Management organisation at an exciting time, helping to lead the transformation of our IT services and how we support students and colleague across Professional Services and our Faculties.

About the Service Management Office (SMO)

Our Service Management Office (SMO) plays a central role in ensuring strong IT Service Management (ITSM) governance across the organisation. We are responsible for leading and assuring our core ITSM processes — incident, change, and problem management — as well as driving excellence across wider practices, including service level management, knowledge management, configuration management, and service transition. 

What We Do

• Lead and manage ITSM processes, ensuring they are effective, consistent, and continually improving.
• Provide assurance, governance and reporting across all service management practices.
• Support smooth service delivery by embedding best practice in process design, operation, and transition.
• Work collaboratively with teams across IT and the wider business to ensure service excellence. 

How We Work

Each member of the team takes principal responsibility for one or more ITSM processes — leading, managing, and developing these areas while also providing operational support and cover across the full suite of practices. This ensures everyone builds broad knowledge, while also being able to specialize and grow in their area of expertise.

We operate in a hybrid working model, with flexibility across the week and a dedicated team day in the office every Wednesday.

About the Role

As a member of our Service Management Office (SMO), you will play a key role in ensuring that our IT Service Management (ITSM) practices are efficient, effective, and deliver high-quality services across the University. You'll take ownership of service management practices, driving improvements, providing expertise, and ensuring alignment with organisational goals.

This is a hands-on role with a balance of process leadership, stakeholder engagement, and operational support. You'll work closely with colleagues across IT & Digital (IT&D), other Professional Services, and academic departments to help improve the student and staff experience through strong service management. 

What You'll Be Responsible For

• Leading, managing, and improving one of our ITSM practices.
• Acting as a process manager, coordinating stakeholders across IT&D and the wider University to ensure consistent adoption and compliance.
• Identifying and driving improvements in service delivery by defining, documenting, measuring, and optimising processes.
• Developing and delivering training, guidance, and workshops to embed service management practices.
• Supporting complex or high-priority issues, keeping stakeholders informed, and ensuring effective resolution.
• Developing and reporting on KPIs, SLAs, and OLAs to measure and improve service performance.
• Supporting continual service improvement, including knowledge sharing, shift-left initiatives, and customer self-service.
• Contributing to project delivery, ensuring service management practices are embedded in transitions and changes.
• Deputising for colleagues within the SMO as required. 

What We're Looking For

• Strong knowledge and experience of IT Service Management (ITIL or equivalent), in particular experience of Problem Management, Incident Management, Change Management, Knowledge Management, or Configuration Management would be beneficial.
• Proven ability to lead and improve processes, with experience of gathering requirements and facilitating workshops.
• Excellent communication skills, able to translate technical concepts for non-specialists.
• Confidence working independently, with initiative and discretion in managing sensitive issues.
• Experience engaging with stakeholders at all levels, with the ability to influence and drive change.
• Analytical mindset, able to use data and KPIs to inform decisions and improvements.
• Familiarity with enterprise service management tools and their configuration would be an advantage.

To learn more about the role, requirements and benefits, please read the Job Description and Candidate Pack provided below.

To Apply:

• Please submit your CV and Cover Letter via our portal, by clicking "apply now".
• For an informal discussion, please contact Richard Bateman on r.bateman@mmu.ac.uk 
• Please be aware that only applications including a cover letter may be considered at shortlisting stage.

We believe in working together, sharing knowledge and valuing everyone's contributions. Develop your skills, further your knowledge and be part of a team who are transforming lives, every single day!

Manchester Metropolitan University fosters an inclusive culture of belonging that promotes equity and celebrates diversity. We value a diverse workforce for the innovation and diversity of thought it brings and welcome applications from local and international communities, including those from Black, Asian, and Minority Ethnic backgrounds, disabled people, and LGBTQ+ individuals.

We support a range of flexible working arrangements, including hybrid and tailored schedules, which can be discussed with your line manager. If you require reasonable adjustments during the recruitment process or in your role, please let us know so we can provide appropriate support.

Our commitment to inclusivity includes mentoring programmes, accessibility resources and professional development opportunities to empower and support underrepresented groups.

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