Lead Service Analyst - Food Stores & Membership

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 Co-op Food and Membership. The successful candidate will use data, insight, and service management expertise to 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 Supporting and coordinating incident, problem, and change management activities Producing and maintaining service reporting, dashboards, and performance insights Working with Service Managers, technical teams, and suppliers to improve service performance and operational effectiveness Supporting operational readiness and service transition activities Maintaining accurate service records, documentation, knowledge articles, and service catalogue information Identifying and tracking operational risks, compliance activities, and improvement actions Assisting with improving service management processes and tooling capabilities Supporting incident and change management activities out of core operational hours when required The ideal candidate will have: Experience working within IT Service Management, Service Operations, Service Delivery, or a similar technology environment 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 A good understanding of service management frameworks, principles, and best practice (such as ITIL) 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 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 .