Telana

Service Management Analyst

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Who are we?

Telana are experts in applied innovation, focused on delivering business outcomes through AI, data, software development, and cloud engineering expertise. We leverage our problem solving skills and end-to-end capabilities to help our clients create better solutions for their customers and employees.

As a top-tier partner of Google Cloud and Microsoft, the market leaders for AI, Data, and Cloud, we work with some of the world’s biggest brands and government organisations to help them solve their toughest business and operational challenges; whether that’s attracting new customers, driving operational efficiency, or improving reducing risk.

We have received impressive external recognition for its innovative offerings, best-in-class capabilities, and tangible impact for customers across various industries: Telana is recognized as a Leader for Data, Analytics, and Machine Learning in the ISG Provider™ Lens for Google Cloud Partner Ecosystem in 2024, and a Rising Star in 2022 and 2023. We are an accredited Azure Expert MSP provider, and have also been awarded Google Cloud’s 2024 EMEA Public Sector Partner of the Year award.

Role Overview

As a Service Management Analyst, you will support the Service Management Practice Lead in maintaining, monitoring, and improving a defined portfolio of ITIL practices across Telana’s managed services operation. This is a hands-on, operational role in a growing Managed Services Provider. You will help execute daily service management processes, maintain documentation, manage reporting data, and support the governance needed to deliver consistent, scalable, high-quality managed services.

The role will support a selection of practices from areas such as:

  • Major Incident Management
  • Problem Management analysis and administration
  • Change Enablement coordination
  • Service Request & Service Catalogue maintenance
  • Knowledge Management and runbook governance
  • Service Level, KPI and operational reporting
  • Continual Improvement coordination and management
  • IT Asset Management coordination and validation, including audit support

This role is designed to be the operational "engine room" for the practice, ensuring that processes are consistently applied and that data is accurate.

What will you be doing?

You will report to the Service Management Practice Lead and play a key role in supporting the operational maturity of Telana’s managed services capability.

You will work closely with the Service Desk team, technical teams, and project teams to ensure service management practices are followed, documented, and reported. You will be the point of contact for day-to-day administrative tasks within the service management function. You will also support on-boarding and transition initiatives with process and knowledge capture.

Your responsibilities are likely to include:

  • Assist the Service Management Practice Lead in the daily operation of key ITIL practices;
  • Support major incident coordination, including maintaining incident timelines, arranging communication bridges, tracking actions, preparing stakeholder updates, and supporting post-incident reviews.
  • Support Problem Management activity by helping identify incident trends, maintain problem records, track known errors, and follow up on corrective and preventive actions.
  • Provide administrative support for governance forums, such as Change Advisory Boards (CABs), problem reviews, and post-incident reviews;
  • Support Change Enablement activities, including change record quality checks, schedule coordination, CAB preparation and post-implementation review tracking.
  • Document and track action items from service management meetings to ensure they are completed on time;
  • Act as a super-user for ITSM tooling, helping team members with system queries and supporting the testing of new workflow configurations.

Maintain documentation and knowledge

You will help ensure that operational documentation is accurate, useful and aligned to the way services are actually delivered. This may include:

  • Maintaining and updating service catalogue content, knowledge articles, runbooks, and process workflows to ensure they reflect current operational reality;
  • Ensure known error records and support documentation are accurate, accessible, and up to date;
  • Supporting onboarding and transition by helping capture support requirements, resolver group responsibilities, escalation paths and service reporting needs;
  • Supporting knowledge quality reviews to identify outdated, duplicated or low-value content;
  • Assist in communicating process updates to wider technical and service desk teams.

Manage reporting and data quality

You will help ensure that service management decisions are supported by accurate and meaningful data. This may include:

  • Maintain dashboards and generate regular service performance reports for internal and external stakeholders;
  • Supporting service level reporting, including preparation of SLA, KPI and operational performance data for internal governance and customer service reviews.
  • Collect and analyze data to help identify trends, potential bottlenecks, risks or opportunities for improvement;
  • Perform regular data quality checks within ITSM tools to improve the accuracy of reporting, asset records, ticket categorisation and service management metrics.
  • Supporting the maintenance of improvement registers, action logs and service governance trackers.

Embed adoption and support improvement

You will help ensure that service management practices are understood, adopted and continually improved. This may include:

  • Act as a champion for service management ways of working across the managed services operation;
  • Supporting feedback collection from service desk, technical teams and service delivery stakeholders on process effectiveness;
  • Helping identify practical improvements to workflows, templates, reporting, automation and tooling;
  • Supporting the implementation of small-scale process, automation or tooling improvements as agreed with the Service Management Practice Lead;
  • Helping ensure that documentation, reporting and governance activities add value and do not become unnecessary bureaucracy.

You are likely to be successful in this role if you have:

  • Practical experience supporting Major Incident Management, Incident Management, Problem Management, Change Enablement, Service Request Management or similar IT service management activities.
  • A foundational understanding of ITIL 4 concepts. ITIL 4 Foundation certification is highly desirable.
  • Experience using ITSM or ticketing platforms; you are comfortable working with data and have a high attention to detail.
  • Excellent written and verbal communication skills; you can clearly document technical processes and update stakeholders.
  • Strong organisational skills, with the ability to manage actions, deadlines and multiple priorities.
  • A pragmatic mindset. You understand that documentation and governance should be useful, proportionate and easy to follow.
  • A proactive approach to improvement, with an interest in helping teams work more consistently and effectively.
  • The ability to work in a fast-paced MSP environment where priorities may change quickly.

Security clearance may be required for this role. You must have existing clearance, or the ability to obtain clearance, which usually requires a minimum of 5 years’ UK residency.

It would be great if you also have:

  • Exposure to working in an Azure, Google Cloud, or multi-cloud Managed Services Provider environment.
  • Experience using ITSM tooling such as Halo, ServiceNow or Jira Service Management.
  • Experience using reporting dashboards or analytics tools such as Power BI or Looker.
  • Experience supporting service reviews, operational governance or customer reporting.
  • Experience helping to maintain or improve team documentation or knowledge bases.
  • Exposure to IT Asset Management, service catalogue management or service transition activities.
  • Interest in learning about how AI and automation can improve service operations.
  • ITIL 4 Foundation certification.

What we offer you

  • You will be part of a skilled, inspiring, and supportive team, and work in an environment that encourages long-term personal growth.
  • Flexible, and trust-based work environment with a healthy work-life balance.
  • Our people come first. That’s why you’ll have access to private medical insurance, employee assistance programmes, group life assurance, income protection and access to a market leading benefits platform.
  • Learning & development. We will support you in your growth journey and cover the costs of your role-based certifications.
  • We have first-hand experience that diversity encourages creativity and innovation and makes us better placed to understand a wider range of customers' needs. This means that whatever your background, you won’t find a more welcoming place to work.
  • We have family-friendly policies and encourage work-life balance, including flexible working options in roles which permit it.