Service Management Analyst

Service Management Analyst

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£45,000 – £55,000 | Preston | Hybrid (3 days onsite)

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When a major incident happens...

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Some people focus on fixing the technology.

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Others focus on making sure everything else runs properly.

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The communication… The coordination… The decisions… The stakeholders… The actions.

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This role is for the second person.

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If you're organised under pressure, enjoy bringing structure to complex situations, and like improving how IT services are delivered, this could be exactly the challenge you're looking for.

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What's in it for you?

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• Salary: £45,000 – £55,000
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• Location: Preston (hybrid working - typically 3 days in the office)
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• Flexibility: Be part of the out-of-hours major incident rota, with additional payments for on-call cover
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• Influence: Help shape a growing Service Management function within a modern Managed Service Provider
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• Variety: Major Incident, Problem, Change, Knowledge Management and Continual Service Improvement
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• Development: Opportunity to work alongside experienced Service Management leaders and help mature the function
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What's the role really about?

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Technology problems happen.

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What matters is how they're managed.

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You'll become one of the people responsible for ensuring major incidents are coordinated professionally, stakeholders are kept informed, actions are tracked, and lessons are learned afterwards.

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You'll support the wider Service Management function across major incident management, problem management, change coordination, reporting, knowledge management, and continual improvement.

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It's a role that blends organisation, communication, technical awareness, and operational excellence.

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You'll need enough technical understanding to follow what's happening during incidents, but your real value will come from keeping everything and everyone moving in the right direction.

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What you'll be doing

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• Coordinating major incidents from initial response through to resolution
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• Supporting incident bridges and ensuring communication remains clear throughout
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• Working with technical teams to track actions, risks, owners, and timelines
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• Supporting Problem and Change Management activities
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• Producing service reporting, KPI dashboards, and operational metrics
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• Maintaining service documentation, runbooks, and knowledge articles
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• Identifying opportunities to improve processes and ways of working
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• Supporting governance meetings and ensuring actions are followed through
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• Participating in an out-of-hours major incident rota when required
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What you'll bring

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• Experience within IT Service Management, Service Operations, or Managed Services
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• Good understanding of ITIL principles
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• Experience coordinating incidents, changes, or operational activities
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• Strong communication skills with the confidence to engage technical and non-technical stakeholders
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• Excellent organisation and attention to detail
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• A calm approach under pressure
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• Enough technical awareness to understand infrastructure conversations without needing to be the engineer fixing the issue
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• Someone who enjoys improving processes and making services run more smoothly
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The kind of person who'll thrive here

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You're naturally organised.

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You don't panic when things go wrong.

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You ask:

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"Who's doing what?"

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"Who's updating the customer?"

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"What's the next action?"

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You enjoy bringing structure to fast-moving situations and making sure nothing gets missed.

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You understand that good service management isn't about creating bureaucracy.

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It's about helping technical teams perform at their best.

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Why this role?

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This is a newly created position, giving you the opportunity to help shape how Service Management evolves within a growing Managed Services business.

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You'll play a visible role in improving service quality, supporting major incidents, and helping the wider organisation mature its operational capability.

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If you enjoy coordinating people just as much as coordinating technology, this could be your next move.

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Interested?

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Send your CV to bob . bath @ mexasolutions . com