ITSM SLA Analyst – 12‑Month Fixed‑Term (£35‑£40k)

About the role

The ITSM SLA Analyst will be responsible for governing service performance across the organisation’s IT portfolio. Working on a 12‑month fixed‑term contract, you will act as the single source of truth for SLA data, ensuring contractual obligations are met and service quality is continuously improved.

Key responsibilities

• Own SLA governance for all IT services, defining and measuring consistent metrics.
• Monitor and report performance on daily, weekly and monthly cycles, highlighting trends, risks and breaches.
• Ensure compliance with contractual SLAs and KPIs, driving corrective actions where needed.
• Maintain data quality within ITSM tools, including ticket categorisation, prioritisation and SLA tracking.
• Analyse performance data to improve MTTR, first‑time‑fix rates and overall service quality.
• Produce governance reports for service reviews and stakeholder forums.
• Support meetings with clear, data‑driven insights and act as the central authority for service performance data.

Required profile

• Proven experience managing SLA/KPI performance in an IT service environment.
• Background working with contractual SLAs and service agreements.
• Strong reporting and data‑analysis capability.
• Experience in ITIL‑based environments (Incident, Problem, Change, Service Level Management).
• Familiarity with service governance, reviews and continuous improvement initiatives.

Required skills

• ServiceNow or comparable ITSM platform.
• ITIL framework knowledge.

What we offer

• Competitive salary £35‑£40k per annum.
• Fixed‑term 12‑month contract.
• Location in Newcastle Upon Tyne, North East England.