IT Service Analyst

?? ITSM SLA Analyst - 12 Month FTC - £35-£40k?? OverviewAn organisation is seeking an ITSM SLA Analyst to manage service performance governance, reporting, and continuous improvement across IT services.This role acts as the single source of truth for SLA performance , ensuring contractual obligations are met, risks are proactively managed, and service quality remains high.?? Key ResponsibilitiesOwn SLA governance across IT services, ensuring consistent definition and measurementMonitor and report on performance (daily/weekly/monthly), highlighting trends, risks, and breachesEnsure compliance with contractual SLAs and KPIsIdentify and mitigate SLA breach risks , driving corrective actionsMaintain data quality within ITSM tools (ticket categorisation, prioritisation, SLA tracking)Analyse performance to improve MTTR, first-time fix, and overall service qualityProduce governance reporting for service reviews and forumsAct as the central authority for service performance dataSupport stakeholder meetings with clear, data-driven insights?? Experience RequiredExperience managing SLA/KPI performance in IT service environmentsBackground working with contractual SLAs and service agreementsStrong reporting and data analysis capabilityExperience within ITIL-based environments (Incident, Problem, Change, Service Level Mgmt)Exposure to service governance, reviews, and stakeholder reportingExperience supporting continuous service improvement initiativesFamiliarity with ITSM platforms (e.g. ServiceNow or similar)Understanding of service transition and change impacts on SLAs?? Key AttributesStrong analytical and data interpretation skillsHigh attention to detail and reporting accuracyAbility to translate technical data into business-focused insightsConfident communicator with stakeholders at all levelsHighly organised, able to manage multiple reporting cyclesProactive, risk-focused mindsetStrong understanding of SLA frameworks and service performance management? Summary:Ideal for a data-driven ITSM professional focused on SLA governance, reporting accuracy, and continuous service improvement within a structured, ITIL-led environment.TPBN1_UKTJ