The Service Level Analyst supports the overall quality of the process and develops reporting management information for all metrics against IT Service Management services including Operating Level Agreements (OLAs).

Key accountabilities:

• ServiceNow Service Level Management reporting
• Provide updates and notifications when SLAs are trending towards breaches.
• Produce Service Level Management reporting and management information of progress against OLAs and in some cases SLAs, SLA breaches and improvement opportunities.
• Support the identification of metrics and measurements that are a reflection of customer's experience and level of satisfaction with the service.
• Document all service level targets and measures including scope, thresholds and owners.
• Support governance within the organisation and third party suppliers.

Key requirements:

• Strong ServiceNow Reporting Skills
• Building Dashboards in PowerBI
• Service Level Analysis
• Strong Communications Skills

Hybrid working in either Milton Keynes (preferred), London or Glasgow

If you consider yourself to have a disability or if you are a veteran, and you meet the essential criteria for the role, you will be put forward for the Guaranteed Interview' scheme whereby you will have the opportunity to discuss this role and your suitability with a member of the Sourcing team.

If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the equivalent PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information.

As an Equal Opportunities Employer, we provide the best talent and encourage all applications regardless of background, in line with our commitment to diversity, equality and inclusion.