IT Service Analyst

ITSM SLA Analyst – 12 Month FTC - £35-£40k Overview An organisation is seeking an ITSM SLA Analyst to manage service performance governance, reporting, and continuous improvement across IT services. This role acts as the single source of truth for SLA performance, ensuring contractual obligations are met, risks are proactively managed, and service quality remains high. Key Responsibilities • Own SLA governance across IT services, ensuring consistent definition and measurement • Monitor and report on performance (daily/weekly/monthly), highlighting trends, risks, and breaches • Ensure compliance with contractual SLAs and KPIs • Identify and mitigate SLA breach risks, driving corrective actions • Maintain data quality within ITSM tools (ticket categorisation, prioritisation, SLA tracking) • Analyse performance to improve MTTR, first-time fix, and overall service quality • Produce governance reporting for service reviews and forums • Act as the central authority for service performance data • Support stakeholder meetings with clear, data-driven insights Experience Required • Experience managing SLA/KPI performance in IT service environments • Background working with contractual SLAs and service agreements • Strong reporting and data analysis capability • Experience within ITIL-based environments (Incident, Problem, Change, Service Level Mgmt) • Exposure to service governance, reviews, and stakeholder reporting • Experience supporting continuous service improvement initiatives • Familiarity with ITSM platforms (e.g. ServiceNow or similar) • Understanding of service transition and change impacts on SLAs Key Attributes • Strong analytical and data interpretation skills • High attention to detail and reporting accuracy • Ability to translate technical data into business-focused insights • Confident communicator with stakeholders at all levels • Highly organised, able to manage multiple reporting cycles • Proactive, risk-focused mindset • Strong understanding of SLA frameworks and service performance management Summary: Ideal for a data-driven ITSM professional focused on SLA governance, reporting accuracy, and continuous service improvement within a structured, ITIL-led environment.