Service Management Analyst – Hybrid (Preston)

About the role

This position sits within a modern Managed Service Provider and is responsible for coordinating major incidents, ensuring clear communication, and driving continual improvement of IT services. You will work under pressure, bring structure to complex situations and help shape a growing Service Management function.

Key responsibilities

• Coordinate major incidents from initial response through to resolution, maintaining clear communication with stakeholders.
• Support incident bridges, track actions, risks, owners and timelines with technical teams.
• Assist with Problem Management and Change Coordination activities.
• Produce service reports, KPI dashboards and operational metrics.
• Maintain service documentation, run‑books and knowledge articles.
• Identify and propose process improvements and support governance meetings.
• Participate in an out‑of‑hours major incident rota when required.

Required profile

• Experience in IT Service Management, Service Operations or Managed Services.
• Good understanding of incident, problem and change management processes.
• Ability to work effectively under pressure and communicate clearly with technical and non‑technical stakeholders.

Required skills

What we offer

• Competitive salary £45,000 – £55,000 per year.
• Hybrid working model (typically three days onsite in Preston).
• Additional payments for out‑of‑hours on‑call cover.
• Opportunity to influence and develop a growing Service Management function.
• Exposure to major incident, problem, change, knowledge management and continual service improvement.