IT Service Analyst

🧾 ITSM SLA Analyst - 12 Month FTC - £35-£40k

🔹 Overview

An 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 Responsibilities

Own SLA governance across IT services, ensuring consistent definition and measurement
Monitor and report on performance (daily/weekly/monthly), highlighting trends, risks, and breaches
Ensure compliance with contractual SLAs and KPIs
Identify and mitigate SLA breach risks, driving corrective actions
Maintain data quality within ITSM tools (ticket categorisation, prioritisation, SLA tracking)
Analyse performance to improve MTTR, first-time fix, and overall service quality
Produce governance reporting for service reviews and forums
Act as th...