IT Service Management Analyst

Role Overview

Own the endtoend Service Transition of new or changed IT services into steadystate operations ensuring readiness against Service Acceptance Criteria (SACs) controlled Go/NoGo decisions robust early life support and full alignment to our Group IT Service Transition Standard and SOP. The role bridges Projects Architecture Change Problem Service Desk Support teams and reporting to reduce risk and accelerate value.

Key Responsibilities

1) Plan & Govern Service Transitions

• Lead transitions through the lifecycle (Plan Support Release & Handover Closure) chairing/serving the Service Transition Board; maintain all artefacts in the central repository/SharePoint list.
• Define and maintain Service Transition Plans milestones (UAT GoLive Hypercare) risk register and communications; drive Lessons Learned and continuous improvement after closure.

2) Operational Readiness & Acceptance

• Run the Production Readiness / Service Acceptance process and secure signoffs (incl. RACI infra/application schematics support contracts/SLAs KBs monitoring/alerting licensing CMDB updates training BCP updates).
• Ensure SACs are met before GoLive; manage Go/NoGo criteria and document residual risks.

3) CrossFunctional ITSM Collaboration

• Change Management: Plan RFCs ahead of UAT; prepare CAB materials; ensure PIRs captured
• Problem/Incident/Major Incident: Proactively surface known errors; ensure postgolive triage paths and escalation matrix are ready
• Service Desk (Tech Hub): Ensure Service Catalogue entries Knowledge Articles request/incident templates and training are in place pregolive
• Architecture & Release/Deployment: Validate architecture compliance and rollback plans; align with release window
• Configuration/CMDB: Guarantee complete discovery and CI relationships for all new/changed services.

4) Risk Compliance & Data Protection

• Ensure DPIA triage/full assessments are triggered where applicable; track data sovereignty obligations; coordinate with Security & Privacy.

5) Reporting & Metrics

• Publish transition status compliance and early life incident/error metrics; contribute to monthly reporting to governance forums; maintain the Transition Board status entries

Qualifications :

Essential

• 4-7 years in ITSM/IT Operations with handson Service Transition/Introduction or Release & Deployment experience delivering multiple transitions in parallel.
• Strong working knowledge of Change Incident Problem Knowledge CMDB Release/Deployment practices.
• Demonstrable ability to run Readiness/Acceptance processes coordinate UAT and manage Hypercare.
• Experience creating Knowledge Articles and onboarding services into the Service Catalogue
• Excellent stakeholder management and communication across Architecture Projects Service Desk App/Infra support Security & Privacy.

Desired

• ITIL v4 certification (Foundation minimum; higher levels preferred).
• Experience with ManageEngine ServiceNow (or similar ITSM platforms) for change knowledge CMDB and reporting.
• Exposure to DPIA/data privacy workflows and data sovereignty requirements.
• Familiarity with transition reporting to senior governance forums and managing SharePointbased Transition Boards

Key Attributes

• Structured detailoriented and riskaware with a bias for operational readiness.
• Comfortable challenging assumptions; proactive at closing gaps ahead of GoLive.
• Strong collaborator across time zones; service excellence mindset.

Reporting & Ways of Working

• Reports to: Global IT Service Manager
• Works closely with: Project Managers Change Manager Architecture Service Desk (Tech Hub) App/Infra Support Security & Privacy Service Reporting.
• Governance cadence: Leads/updates the Service Transition Board provides monthly transition reporting and PIR/lessons learned inputs.

Additional Information :

OUR COMMITMENT TO YOU AND THE ENVIRONMENT

As a forward-looking business sustainability is integral to our strategy and operations. Our sustainability depends on us building and maintaining meaningful long-term relationships with all our stakeholders including our employees clients and local communities while also reducing our impact on our natural environment.

There is always more we can and should do to improve whether in relation to our people our clients our planet or our governance. Our ongoing success as a business depends on our sustainability and agility in a changing and challenging global landscape. Were committed to fostering an inclusive equitable and diverse culture for our people led by our Diversity Equity and Inclusion steering committee.

Our learning and development programmes and systems enable us to invest in growing our employees careers while our hybrid working approach supports our employees in achieving balance and flexibility while remaining connected to their colleagues. We want to empower our 5800 employees - from 94 nationalities speaking 41 languages across 25 countries - to each achieve their potential. Through IQ-EQ Launchpad we support female managers launching their first fund in an environment where only 15% of all private equity and venture capital firms are gender balanced.

Were committed to growing long-term relationships with our clients and supporting them in achieving their objectives. We understand that our clients sustainability and success leads to our sustainability and success. Were emotionally invested in our clients right from the beginning.

Remote Work :

No

Employment Type :

Full-time