{"id":3173574,"url":"https://alion.io/job/iwork-recruitment-service-operations-analyst","title":"Service Operations Analyst","company":{"id":4422609,"name":"iWork Recruitment","domain":"iworkrecruitment.uk","url":"https://alion.io/company/iworkrecruitment","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Manatal","truth_index":null},"role":"Operations","role_family":"Operations","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":30,"max":null,"currency":"GBP","period":"hour","gross":null,"usd_annual":80000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-23T19:16:32Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-30T05:06:18Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Contract to start ASAP\nDuration: 12 weeks with a possible extension.\nFull Job Description\nService Operations Analyst\nLondon Borough of Lambeth\nHours: Full-time (35 hours per week)\nContract: Temporary - 12-week assignment, ending 7 February 2027\nPay Rate: £30.67 per hour (Umbrella)\nSupport Reliable IT Services and Help Keep Council Operations Running Smoothly\nWe're recruiting an experienced and service-focused Service Operations Analyst (SO2) to support the London Borough of Lambeth's IT function.\nThis 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.\nYou'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.\nAbout the Role\nAs 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.\nYou'll help maintain clear communication between technical teams and service users, track service performance and contribute to improvements in IT processes and customer experience.\nThe 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.\nWhat you'll be doing:\nSupporting day-to-day IT service operations, helping ensure technology services remain stable, responsive and available to users.\nMonitoring incidents, service requests and operational issues, ensuring they are logged, prioritised and progressed within agreed timescales.\nCoordinating high-priority incidents, helping bring together technical teams and stakeholders to restore service as quickly as possible.\nTracking service performance and SLA compliance, identifying trends, recurring issues and areas requiring improvement.\nSupporting problem-management activity, helping investigate root causes and reduce repeat incidents.\nMaintaining accurate service-management records, ensuring tickets, actions and resolutions are documented clearly.\nProducing operational reports and dashboards, providing management information on incidents, service performance and trends.\nWorking closely with internal IT teams and external suppliers, helping coordinate actions and maintain effective service delivery.\nSupporting change and release activity, ensuring operational impacts, dependencies and communications are appropriately managed.\nProviding clear updates to users and stakeholders, particularly during service disruption or high-impact incidents.\nIdentifying opportunities for process improvement, helping streamline service-management procedures and improve customer experience.\nSupporting service reviews and operational meetings, preparing information, recording actions and following up agreed tasks.\nMaintaining knowledge articles and operational documentation, helping ensure information is current and accessible.\nEscalating risks, recurring incidents and service-performance concerns to the appropriate manager or technical lead.\nRequirements\nWe'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.\nYou'll ideally have:\nExperience working within IT service operations, service management, service desk or technical support.\nKnowledge of ITIL or similar IT service management principles.\nExperience managing or coordinating incidents and service requests.\nUnderstanding of incident, problem, change and request-management processes.\nExperience monitoring SLAs, KPIs and operational service performance.\nStrong analytical and problem-solving skills, with the ability to identify trends and recurring service issues.\nExperience producing service reports, dashboards or management information.\nStrong communication skills, including the ability to explain technical issues clearly to non-technical users.\nExperience working with third-party suppliers or managed service providers would be advantageous.\nGood organisational skills, with the ability to manage multiple priorities and urgent issues.\nStrong IT literacy, including Microsoft Office, Teams and service-management tools.\nA calm and professional approach to high-priority incidents and service disruption.\nPrevious local authority or public-sector IT experience would be advantageous.\nEligibility to work in the UK and the ability to complete required pre-employment checks.\nWhy Apply\nOpportunity to support critical IT services within a major London local authority.\nVaried role covering service operations, incident management, reporting and continuous improvement.\nChance to work with technical teams, service owners and external suppliers.\nCompetitive umbrella rate of £30.67 per hour.\n12-week temporary assignment with 35 hours per week.\nBenefits\nWeekly Pay\nCompany Pension\nOngoing Agency Support\nBenefits are subject to eligibility and agreed agency and payroll arrangements.\nAdditional Information\nClient: London Borough of Lambeth\nJob Title: Service Operations Analyst (SO2) - IT\nEmployment Type: Temporary\nLocation: 6 Brixton Hill, London, Lambeth, SW2 1RW, United Kingdom\nWorking Arrangement: Office attendance and any hybrid-working arrangements are to be confirmed.\nStart Date: 16 November 2026\nEnd Date: 7 February 2027\nContract Duration: 12 weeks\nHours: 35 hours per week\nPositions Available: 1\nPay Rate: £30.67 per hour - Umbrella\nIR35: Status to be confirmed\nDBS / Security Checks: Any required level of vetting or pre-employment screening is to be confirmed.\nJob Types: Full-time, Temporary contract\nPay: £30.67 per hour - Umbrella\nApplication question(s):\nPlease describe your experience working within IT service operations or IT service management.\nDo you have experience coordinating incidents, monitoring SLAs or producing operational service reports?\nPlease give an example of a major or recurring IT service issue you helped resolve or improve.\nPlease confirm your current location, ability to attend 6 Brixton Hill as required, and availability to start on 16 November 2026.\nExperience:\nIT service operations or service management: Preferred\nIncident and request management: Preferred\nITIL-based working environment: Strongly desirable\nSLA and KPI monitoring: Desirable\nLocal authority or public-sector IT: Advantageous\nQualifications:\nITIL Foundation or equivalent service-management qualification: Desirable\nRelevant IT, technical support or service-management qualification: Advantageous\nAny mandatory certification requirements should be confirmed against Lambeth Council's official person specification.\nWork authorisation:\nUnited Kingdom - right to work required\nDisclaimer: 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.\nOR102654-10-26","description_format":"text","description_chars":7290,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-23T19:16:32Z"}],"visa":[],"liveness":{"score":53,"band":"ok","label":"Likely open","p_open":1,"p_active":0.535,"p_room":1,"age_days":6,"expected_fill_days":24,"reasons":["conf:0","agency","velocity","win:early","comp:brand"],"computed_at":"2026-10-30T05:48:23Z"},"pay":{"stated_usd_annual":80000,"is_top_pay":false},"html_url":"https://alion.io/job/iwork-recruitment-service-operations-analyst","json_url":"https://alion.io/job/iwork-recruitment-service-operations-analyst.json","meta":{"generated_at":"2026-10-30T06:22:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8823,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4422609},"rest":"https://alion.io/mcp/rest/get_company?id=4422609"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fiwork-recruitment-service-operations-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fiwork-recruitment-service-operations-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fiwork-recruitment-service-operations-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/iwork-recruitment-service-operations-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fiwork-recruitment-service-operations-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3173574}},{"tool":"search_jobs","arguments":{"company":"iworkrecruitment.uk","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3173574},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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