It Service Management Analyst

TL;DR

It Service Management Analyst: Strengthening established IT service delivery services across a complex enterprise environment with an accent on Change Management & Major Incident Management, while also supporting governance, compliance, and continuous improvement. Focus on rapid resolution, clear communication, and stakeholder confidence.

Location: Hybrid - Leeds

Salary: Up to £45,000

Company

hirify.global is a business showing continuous growth.

What you will do

• Manage the Major Incident process, ensuring rapid resolution and clear communication.
• Oversee Change Management activities, coordinating CAB processes.
• Lead Problem Management initiatives, including root cause analysis.
• Support Service Transition for new and changed services, ensuring operational readiness and compliance.
• Produce monthly service reports and lead regular service review meetings.

Requirements

• Strong working knowledge of ITIL best practices and IT service governance.
• Experience of a Service Management platform e.g. Jira
• Proven experience managing Major Incidents, including high-pressure "war room" scenarios.
• Experience chairing CAB meetings or leading Change Management processes.
• Strong analytical and problem-solving skills with experience in root cause analysis.
• Ability to communicate effectively with technical teams and senior business stakeholders.

Nice to have

• ISO20000 and/or ISO27001 certifications desirable.
• Practical understanding of ISO20000 and ISO27001 standards.

Culture & Benefits

• Permanent IT service management role with long-term stability
• Hybrid working model
• Professional development and certification support
• Exposure to enterprise-level ITSM, compliance, and governance
• Co-operative, process-driven environment focused on quality and improvement