IT Service Management Analyst

Job summary

As an IT Service Management Analyst at HM Land Registry, you'll play an important role in ensuring our IT services are reliable, effective and continually improving to meet the needs of our colleagues and customers.

Working closely with service stakeholders, support teams and suppliers, you'll help monitor and improve service performance, support change activities, and contribute to the successful resolution of service issues. You'll be part of a collaborative environment where customer experience is at the heart of everything we do, helping to deliver services that support HM Land Registry's ongoing digital transformation.

This is an excellent opportunity for someone who enjoys problem-solving, stakeholder engagement and continuous improvement, while developing their career in IT Service Management.

Job description

At HM Land Registry, we rely on high-quality technology services to support our people, customers and business objectives. We're looking for an enthusiastic and customer-focused IT Service Management Analyst to join our team and help ensure our services continue to deliver value across the organisation.

In this role, you'll work with stakeholders, technical teams and suppliers to monitor service performance, support service improvements and contribute to the effective management of IT services. You'll help investigate service issues, coordinate change activity and support the adoption of ITIL best practices, ensuring customers remain at the centre of service delivery.

You'll be joining a supportive team that values collaboration, continuous learning and innovation. Whether working on service improvements, analysing performance data or helping resolve operational challenges, you'll have the opportunity to make a meaningful contribution while developing your skills and experience in a professional IT service management environment.

Main Duties

• Work with key service stakeholders to provide service insights, reports and updates within agreed timescales.
• Monitor and report on service performance against agreed targets, Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• Identify service risks, trends and opportunities for improvement, helping to enhance the customer experience.
• Investigate, resolve and anticipate service issues, supporting teams in identifying root causes and implementing effective solutions.
• Assist with problem management activities, ensuring preventative measures are identified and implemented where appropriate.
• Assess the impact of service changes and support the scheduling, communication and coordination of change requests.
• Contribute to post-implementation reviews, helping to identify lessons learned and opportunities for continual service improvement.
• Analyse existing processes and identify opportunities to improve service delivery, efficiency and customer outcomes.
• Work collaboratively with stakeholders to understand business objectives and identify potential service improvements.
• Promote ITIL processes and best practices, helping to ensure effective and consistent service management across the organisation.
• Support teams in maintaining a focus on service delivery while encouraging continuous learning and professional development.
• Contribute to a positive, inclusive and collaborative team culture where knowledge sharing and continuous improvement are encouraged.
• Build strong working relationships with colleagues, stakeholders and suppliers to support the effective delivery of IT services.
• Help ensure customers receive a professional, responsive and high-quality service experience, with courtesy and integrity at the heart of all interactions.

Person specification

To be successful in this role, you will need to demonstrate the following throughout the recruitment process.

Essential Technical Skills and Qualifications:

• ITIL Foundation or willingness to achieving within 12 months of appointment.

Essential Experience:

• Experience of working within an IT Service Management environment in a medium/large organisation.
• Working collaboratively with appropriate teams. Represents service stakeholders’ interests and concerns.
• Experience of working under pressure and delivering against competing demands.
• Effective communication and customer service skills, including the ability to interact and build working relationships with other IT technicians, managers, users and customers.
• An understanding of IT Infrastructure and applications
• Able to take ownership of activity and see through to successful conclusion
• Good analytical skills.
• Able to deliver positive outcomes
• Able to build good working relationships within a team.
• Able to explore and progress opportunities for service improvement.

Qualifications

Please provide details of how you meet the requirement below, including whether you already hold the qualification or are willing to work towards obtaining it within 12 months of appointment.

- ITIL Foundation or willingness to achieving within 12 months of appointment.

Behaviours

We'll assess you against these behaviours during the selection process:

• Changing and Improving
• Developing Self and Others
• Making Effective Decisions
• Communicating and Influencing
• Working Together

Benefits

Alongside your salary of £32,119, HM Land Registry contributes £9,304 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

#WeAreHMLR

At HM Land Registry our vision is a world leading property market as part of a thriving economy and a sustainable future. We are unique in terms of the economic and social impacts of our work, our ability to make a positive difference to the lives of our customers, our sense of mission, and our great people. They are the foundation of all we have achieved and all we aspire to in the future. We want our people to feel proud to work for HM Land Registry and able to fulfil their full potential.

We have a strong and positive culture, a commitment to inclusivity, an emphasis on continuous learning and development, and flexible ways of working. We offer competitive pay and annual leave, attractive pension options and a wide range of other benefits.

• We have integrity – we value honesty, trust and doing the right thing in the right way.
• We drive innovation – we are forward-thinking, embrace change and are continually improving our processes.
• We are professional – we value and grow our knowledge and professional expertise.
• We give assurance – we guarantee our services and provide confidence to the property market.

The HMLR Way – Our Shared Commitment

What you can expect from HMLR:

• Inclusive & Empowering: A positive, healthy environment where everyone feels valued and empowered to contribute
• High Performance: Access to tools, resources, and development opportunities within a supportive culture
• Value & Recognition: We value team and individual improvement, learning from setbacks as much as celebrating success
• Clarity & Transparency: Clear communication of our vision and priorities, so our direction and decisions are evident

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