Service Management Analyst

Job Req ID: 60280

Posting Date: 24/07/26

Function: Service

Location: Exeter

Salary: £31,529.00

About the role

The role of the Service Management Analyst sits within the Service Management team on the Devon and Cornwall Police Managed ICT Contract.

The purpose of the Service Management Analyst role is to provide support to other processes that sit within the team.

In addition the role holder may support other Service Management functions including Change and Configuration, Service Transition, Reporting, Supplier & Call Management and Knowledge.

Call Management - Responsible for the coordination and scheduling of Incidents and Service Requests as carried out by the Field Team. Managing 3rd Party incidents, escalating as and when required and manages the Customer Satisfaction surveys and responses. Collaborate with IT teams, project managers, and stakeholders to align schedules with business priorities.

Track progress of scheduled tasks and adjust timelines as needed.

Change Management - Controls the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services. The Service Management Analyst will be required to review and validate Minor Change Requests and monitor the Change Management mailbox.

Service Asset and Configuration Management - Identifies, controls and accounts for service assets and CIs ensuring their integrity across the service lifecycle. Verifying the configuration records against the infrastructure and to correct any exceptions. The Service Management Analyst will be required to update assets following changes within the End User Workplace tower and perform remote site audits. Service Transition - Ensuring all qualifying changes relating to new or changed services have

completed Service Acceptance activities to achieve Service Acceptance sign off, into the operational environment.

The role engages with Project Managers, Technical resources, and other appropriate stakeholders (both customer and BT) to ensure the correct input documentation is received, quality information is added to the request and passed through the

process to the various teams who undertake the onboarding activities.

Reporting - Monthly production of Service Level Report (KPI and SLA performance results) and complies for customer and BT consumption.

The Reporting Analyst issues Customer Satisfaction Surveys for the End User Workplace Tower, following the resolution of

incidents and/or workstation equipment moves during the previous month. Poor or dissatisfied results are escalated to the

appropriate BT Team Leader or Manager.

The Reporting Analyst responds to ad-hoc report requests made by either the customer or BT. The Reporting Analyst with

liaise with the requestor to agree format, frequency (if not a one-off request) and approved distribution list.

Knowledge Management - Responsible for maintaining the Service Operation Manual (SOM) and all associated document

libraries (containing non-technical, technical, and service support related documentation). Ensure the SOM and associated

working practice conform to ISO9001

The Knowledge Analyst provides support and guidance for the lifecycle management of Knowledge articles created within the

IT Service Management delivery tool (Remedy).

To help ensure that all process underpinning documentation is fit for purpose and ISO 20:000 2018 compliant.

What you will be doing

• Support the all functional areas of Service Management to Devon and Cornwall & Dorset Managed ICT Contract
• Ensuring that all the support functions are carried out appropriately to minimise the number and impact of any related incidents upon the Customer’s service.
• Recommending and working with all Service aspects to help implement improvements to the process.
• Participation with any new business coming into the team.
• Be cleared to the required security level to ensure compliance to contractual and governance requirements.
• Support all processes in ensuring continued ISO 20:000 2018 Standard accreditation is achieved for their process.
• To ensure that KPIs and SLAs for the process are accurately reported against and are exceeded or met.

What you'll need to succeed

Essential

• Thorough understanding of customer/contract or programme and knowledge of BT products
• Good methodical and organisational skills
• Proven track record of working collaboratively to develop better ways to work together.

Desirable

• Knowledge and experience of ISO20:000 2018 Standards, working in an ITIL conformant organisation.
• The ability to interact successfully at all levels of the internal and customer organisations.
• Excellent communication and negotiation skills
• Strong ability to persuade and influence client and stakeholder relationships.
• Self-starter capable of working off own initiative.
• Highly customer focused with excellent interpersonal, influencing and communication skills.
• Ability to work to tight deadlines across multiple tasks.

Benefits

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.