Description
Service Management Analyst
£45,000 – £55,000 | Preston | Hybrid (3 days onsite)
When a major incident happens...
Some people focus on fixing the technology.
Others focus on making sure everything else runs properly.
The communication… The coordination… The decisions… The stakeholders… The actions.
This role is for the second person.
If you're organised under pressure, enjoy bringing structure to complex situations, and like improving how IT services are delivered, this could be exactly the challenge you're looking for.
What's in it for you?
- Salary: £45,000 – £55,000
- Location: Preston (hybrid working - typically 3 days in the office)
- Flexibility: Be part of the out-of-hours major incident rota, with additional payments for on-call cover
- Influence: Help shape a growing Service Management function within a modern Managed Service Provider
- Variety: Major Incident, Problem, Change, Knowledge Management and Continual Service Improvement
- Development: Opportunity to work alongside experienced Service Management leaders and help mature the function
What's the role really about?
Technology problems happen.
What matters is how they're managed.
You'll become one of the people responsible for ensuring major incidents are coordinated professionally, stakeholders are kept informed, actions are tracked, and lessons are learned afterwards.
You'll support the wider Service Management function across major incident management, problem management, change coordination, reporting, knowledge management, and continual improvement.
It's a role that blends organisation, communication, technical awareness, and operational excellence.
You'll need enough technical understanding to follow what's happening during incidents, but your real value will come from keeping everything and everyone moving in the right direction.
What you'll be doing
- Coordinating major incidents from initial response through to resolution
- Supporting incident bridges and ensuring communication remains clear throughout
- Working with technical teams to track actions, risks, owners, and timelines
- Supporting Problem and Change Management activities
- Producing service reporting, KPI dashboards, and operational metrics
- Maintaining service documentation, runbooks, and knowledge articles
- Identifying opportunities to improve processes and ways of working
- Supporting governance meetings and ensuring actions are followed through
- Participating in an out-of-hours major incident rota when required
What you'll bring
- Experience within IT Service Management, Service Operations, or Managed Services
- Good understanding of ITIL principles
- Experience coordinating incidents, changes, or operational activities
- Strong communication skills with the confidence to engage technical and non-technical stakeholders
- Excellent organisation and attention to detail
- A calm approach under pressure
- Enough technical awareness to understand infrastructure conversations without needing to be the engineer fixing the issue
- Someone who enjoys improving processes and making services run more smoothly
The kind of person who'll thrive here
You're naturally organised.
You don't panic when things go wrong.
You ask:
"Who's doing what?"
"Who's updating the customer?"
"What's the next action?"
You enjoy bringing structure to fast-moving situations and making sure nothing gets missed.
You understand that good service management isn't about creating bureaucracy.
It's about helping technical teams perform at their best.
Why this role?
This is a newly created position, giving you the opportunity to help shape how Service Management evolves within a growing Managed Services business.
You'll play a visible role in improving service quality, supporting major incidents, and helping the wider organisation mature its operational capability.
If you enjoy coordinating people just as much as coordinating technology, this could be your next move.
Interested?
Send your CV to bob.bath@mexasolutions.com
