Service Management Analyst

Service Management Analyst, Warwick (Hybrid) – c. £50,000 plus benefits

National Gas is securing Britain’s energy.  We transport gas throughout Great Britain, repair and maintain gas pipelines, and manage the meters that allow millions of homes and businesses to access the energy they need.  We are the national gas network, providing secure energy to power Britain, achieve net zero, and maintain our industrial competitiveness.

As a Service Management Analyst, you will support our growing portfolio of services. In this role, you will be part of a proactive, business-focused team, ensuring IT services consistently meet organisational needs through effective ITSM practices, performance management, and strong stakeholder and supplier relationships.

Working both independently and collaboratively, you will help maintain the stability, reliability, and continuous improvement of a range of IT services, including third-party and internally managed solutions. This hands-on role is ideal for someone experienced in service ownership, supplier performance, and ITIL-aligned delivery within complex, multi-vendor environments.

Reporting to the Service Delivery Manager, you will oversee the day-to-day management of assigned services, providers, and IT functions, while driving service and process improvements. You will ensure adherence to IT processes and best practices, supporting the efficient delivery of infrastructure and application services and maintaining stable, high-quality systems.

Join us, and help be the energy behind the change.

About the role

In this role, you will: 

• Drive adherence to ITSM processes (Incident, Request, Problem, Change), identifying and implementing continuous improvements.
• Produce and present insights on performance metrics, service trends, and SLA/KPI delivery.
• Manage multiple vendors to ensure effective, long-term delivery of IT services.
• Collaborate with Service Management and delivery teams to resolve service issues and support smooth transition from project to BAU.
• Partner with suppliers to understand product roadmaps, identify opportunities for value, innovation, and cost optimisation.
• Support ITIL reviews, lead root cause analysis, and coordinate preventative actions.
• Govern vendor-led changes, ensuring quality, compliance, risk management, and maintenance of the Forward Schedule of Change.
• Oversee and manage contract changes for live services.
• Own the vendor lifecycle from RFP through to transition into live service.
• Manage vendor billing, assets, and compliance, ensuring accurate tracking and governance. 

About you

• Eligible to obtain and/or maintain SC Clearance.
• Solid understanding of ITIL principles and best practice frameworks.
• Strong, evidenced skills in analysis, communication, and stakeholder management.
• Experience using ITSM platforms (e.g. ServiceNow) and reporting/analytics tools.
• Proven experience managing vendors and ensuring delivery aligned to contractual obligations.
• Demonstrated experience in IT service delivery, ideally within a regulated or operational environment.
• ITIL Foundation (v3 or v4) certification desirable.

What we can offer you

• Salary c. £50,000 (dependent on experience)
• Annual bonus of 6% based on personal and company performance
• 26 days’ holiday plus 8 statutory holidays – plus option to buy 5 additional days
• Double-match pension scheme - for every £1 you put in, we'll add £2 (max company contribution 12%)
• Opt-In flexible benefit scheme, including salary sacrifice private healthcare, dental insurance, technology plans and more
• Financial protection with 10x salary death in service and financial support if you're unable to work due to long term illness or injury
• Excellent family friendly provisions - maternity/paternity/adoption/surrogacy/ shared parental leave
• Career progression, professional training and development
• Employee assistance programme offering free confidential professional counselling 24/7
• Financial support to cover the cost of professional membership subscriptions, and study support

About us

National Gas is securing Britain’s energy.  Gas is an essential part of a secure energy supply in Britain, and will continue to play a vital role for decades to come.  More than ever, we need the security that gas brings to keep the lights on, businesses running, and to protect jobs. National Gas provides that security.

We are responsible for transporting gas to power stations, major industries, storage facilities, more than 500,000 businesses, and 23 million homes through nearly 5,000 miles of pipes across Britain.

National Gas is also proud to lead the way in transforming the energy network for a net zero future. Gas provides the energy security to support renewable electricity generation, and we are developing our infrastructure to transport hydrogen and carbon dioxide across the country. 

We are committed to building a workforce that represents the communities we serve.  We celebrate the different experiences our colleagues bring to our organisation, and strongly encourage applicants of all backgrounds to apply.

Security Clearance

The successful candidate must be able to achieve and maintain Security Check (SC) security clearance for this role.

Many of the positions within our company are subject to national security clearance and Trade Control restrictions. This means that your eligibility for certain roles may be affected by your place of birth, nationality, current or former citizenship, and any residency you hold or have held. Further details are available at United Kingdom Security Vetting: clearance levels - GOV.UK (www.gov.uk).

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