Lead Service Analyst - Networks

We are seeking a Lead Service Analyst to join our Technology team and help deliver reliable, high-performing services that support colleagues, customers, and members across our Co-op. The successful candidate will use data, insight, and service management expertise to help monitor service health, identify opportunities for improvement, and support effective decision-making across a portfolio of critical technology services. Key responsibilities include: Analysing service performance data to identify trends, risks, and opportunities for improvement across network services Supporting incident, problem, and change management activities, providing insight and evidence to support decision-making and continuous improvement Producing and maintaining service reporting, dashboards, and performance insights for stakeholders and service reviews Working with Service Managers, technical teams, and suppliers to improve service performance and operational effectiveness Monitoring supplier performance, ensuring suppliers are delivering to contractual commitments and performance is tracked and reported on Supporting operational readiness and service transition activities, helping ensure new services and changes are ready to be supported in live environments Ensuring that suppliers maintain accurate service records, documentation, knowledge articles, and service catalogue information The ideal candidate will have: Experience working within IT Service Management, including service delivery via 3rd party telecoms providers A base knowledge of networking technologies including IP addressing, switching and routing, firewalling principles Experience analysing data and identifying trends, risks, and opportunities to improve service performance and customer outcomes Strong analytical and problem-solving skills, with the ability to turn complex information into clear insights and recommendations Experience producing reports, dashboards, or service performance information for a range of stakeholders Strong communication and stakeholder management skills, with the ability to work collaboratively across technical and non-technical teams Expert knowledge of Microsoft applications such as Excel, PowerPoint, Power BI, and Co-Pilot Benefits include: An annual bonus (based on personal and business performance) 28 days holiday (rising to 32 with service) plus bank holidays A pension with up to 10% employer contributions Access to a subsidised onsite gym (at our Manchester HQ) 30% discount on Co-op products and 10% off other brands Stream – early access to a percentage of your pay as you earn it Virtual healthcare including GP appointments, mental health support, nutrition and fitness advice 24/7 colleague support service Training and support for your development and career progression Cycle-to-work scheme Job Data by YubHub .