Service Operations Analyst

Contract to start ASAP

Duration: 12 weeks with a possible extension.

Full Job Description
Service Operations Analyst

London Borough of Lambeth

Hours: Full-time (35 hours per week)

Contract: Temporary – 12-week assignment, ending 7 February 2027

Pay Rate: £30.67 per hour (Umbrella)

Support Reliable IT Services and Help Keep Council Operations Running Smoothly

We're recruiting an experienced and service-focused Service Operations Analyst (SO2) to support the London Borough of Lambeth's IT function.

This role is suited to someone with strong IT service management experience who can support day-to-day operational performance, coordinate incidents and requests, monitor service levels and help ensure users receive a responsive and reliable technology service.

You'll work closely with technical teams, service owners, suppliers and internal users to maintain service quality, identify issues and support continuous improvement across IT operations.

About the Role

As Service Operations Analyst, you'll support the effective operation of IT services by monitoring performance, coordinating operational issues and ensuring incidents, requests and problems are progressed appropriately.

You'll help maintain clear communication between technical teams and service users, track service performance and contribute to improvements in IT processes and customer experience.

The role requires strong analytical skills, good knowledge of IT service management practices and the ability to work calmly and methodically in a busy operational environment.

What you'll be doing:

• Supporting day-to-day IT service operations, helping ensure technology services remain stable, responsive and available to users.
• Monitoring incidents, service requests and operational issues, ensuring they are logged, prioritised and progressed within agreed timescales.
• Coordinating high-priority incidents, helping bring together technical teams and stakeholders to restore service as quickly as possible.
• Tracking service performance and SLA compliance, identifying trends, recurring issues and areas requiring improvement.
• Supporting problem-management activity, helping investigate root causes and reduce repeat incidents.
• Maintaining accurate service-management records, ensuring tickets, actions and resolutions are documented clearly.
• Producing operational reports and dashboards, providing management information on incidents, service performance and trends.
• Working closely with internal IT teams and external suppliers, helping coordinate actions and maintain effective service delivery.
• Supporting change and release activity, ensuring operational impacts, dependencies and communications are appropriately managed.
• Providing clear updates to users and stakeholders, particularly during service disruption or high-impact incidents.
• Identifying opportunities for process improvement, helping streamline service-management procedures and improve customer experience.
• Supporting service reviews and operational meetings, preparing information, recording actions and following up agreed tasks.
• Maintaining knowledge articles and operational documentation, helping ensure information is current and accessible.
• Escalating risks, recurring incidents and service-performance concerns to the appropriate manager or technical lead.

Requirements

We're looking for an analytical, organised and customer-focused IT professional who can coordinate operational activity and communicate effectively with both technical and non-technical stakeholders.

You'll ideally have:

• Experience working within IT service operations, service management, service desk or technical support.
• Knowledge of ITIL or similar IT service management principles.
• Experience managing or coordinating incidents and service requests.
• Understanding of incident, problem, change and request-management processes.
• Experience monitoring SLAs, KPIs and operational service performance.
• Strong analytical and problem-solving skills, with the ability to identify trends and recurring service issues.
• Experience producing service reports, dashboards or management information.
• Strong communication skills, including the ability to explain technical issues clearly to non-technical users.
• Experience working with third-party suppliers or managed service providers would be advantageous.
• Good organisational skills, with the ability to manage multiple priorities and urgent issues.
• Strong IT literacy, including Microsoft Office, Teams and service-management tools.
• A calm and professional approach to high-priority incidents and service disruption.
• Previous local authority or public-sector IT experience would be advantageous.
• Eligibility to work in the UK and the ability to complete required pre-employment checks.

Why Apply

• Opportunity to support critical IT services within a major London local authority.
• Varied role covering service operations, incident management, reporting and continuous improvement.
• Chance to work with technical teams, service owners and external suppliers.
• Competitive umbrella rate of £30.67 per hour.
• 12-week temporary assignment with 35 hours per week.

Benefits

• Weekly Pay
• Company Pension
• Ongoing Agency Support

Benefits are subject to eligibility and agreed agency and payroll arrangements.

Additional Information

Client: London Borough of Lambeth

Job Title: Service Operations Analyst (SO2) – IT

Employment Type: Temporary

Location: 6 Brixton Hill, London, Lambeth, SW2 1RW, United Kingdom

Working Arrangement: Office attendance and any hybrid-working arrangements are to be confirmed.

Start Date: 16 November 2026

End Date: 7 February 2027

Contract Duration: 12 weeks

Hours: 35 hours per week

Positions Available: 1

Pay Rate: £30.67 per hour – Umbrella

IR35: Status to be confirmed

DBS / Security Checks: Any required level of vetting or pre-employment screening is to be confirmed.

Job Types: Full-time, Temporary contract

Pay: £30.67 per hour – Umbrella

Application question(s):

• Please describe your experience working within IT service operations or IT service management.
• Do you have experience coordinating incidents, monitoring SLAs or producing operational service reports?
• Please give an example of a major or recurring IT service issue you helped resolve or improve.
• Please confirm your current location, ability to attend 6 Brixton Hill as required, and availability to start on 16 November 2026.

Experience:

• IT service operations or service management: Preferred
• Incident and request management: Preferred
• ITIL-based working environment: Strongly desirable
• SLA and KPI monitoring: Desirable
• Local authority or public-sector IT: Advantageous

Qualifications:

• ITIL Foundation or equivalent service-management qualification: Desirable
• Relevant IT, technical support or service-management qualification: Advantageous

Any mandatory certification requirements should be confirmed against Lambeth Council's official person specification.

Work authorisation:

• United Kingdom – right to work required

Disclaimer: On applying for this vacancy, you agree that your personal details will be passed onto our client for their consideration of your suitability for the role. I acknowledge that it is my responsibility to notify iWork Recruitment Limited of any hirer who I do not want my details to be passed onto.

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