About this role
Salary: £35,000 - 40,000 per year
Requirements: Experience managing SLA/KPI performance in IT service environmentsBackground working with contractual SLAs and service agreementsStrong reporting and data analysis capabilityExperience within ITIL-based environments, including Incident, Problem, Change, and Service Level ManagementExposure to service governance, reviews, and stakeholder reportingExperience supporting continuous service improvement initiativesFamiliarity with ITSM platforms such as ServiceNow or similarUnderstanding of service transition and change impacts on SLAsStrong analytical and data interpretation skillsHigh attention to detail and reporting accuracyAbility to translate technical data into business-focused insightsConfident communicator with stakeholders at all levelsHighly organised, able to manage multiple reporting cyclesProactive, risk-focused mindsetStrong understanding of SLA frameworks and service performance management Responsibilities: Own SLA governance across our IT services, ensuring consistent definition and measurementMonitor and report on performance daily, weekly, and monthly, highlighting trends, risks, and breachesEnsure compliance with our contractual SLAs and KPIsIdentify and mitigate SLA breach risks, driving corrective actionsMaintain data quality within our ITSM tools, including ticket categorisation, prioritisation, and SLA trackingAnalyse performance to improve MTTR, first-time fix, and overall service qualityProduce governance reporting for our service reviews and forumsAct as the central authority for our service performance dataSupport stakeholder meetings with clear, data-driven insights Technologies: SupportITILITSMServiceNow More:
We are seeking an ITSM SLA Analyst for a 12-month fixed-term contract, offering a salary of £35k-£40k. This role focuses on service performance governance, reporting, and continuous improvement across our IT services. You will be the single source of truth for SLA performance, helping us meet contractual obligations, proactively manage risks, and maintain a high standard of service quality within a structured, ITIL-led environment.
last updated 29 week of 2026