IT Service Management Senior Analyst

Job summary

We are looking for an IT Service Management Senior Analyst to play a key role in the delivery, continual improvement and management of IT services across HM Land Registry.

Working closely with customers, stakeholders, suppliers and technical teams, you will help ensure that our services are reliable, effective and continuously evolving to meet business needs. You'll use your IT service management expertise to drive service improvements, manage service performance, coordinate change activity and support the successful delivery of technology services that enable HM Land Registry to deliver for its customers.

This is an exciting opportunity to influence how services are delivered across the organisation while helping to shape a culture of continuous improvement, collaboration and customer focus.

Job description

At HM Land Registry, technology plays a vital role in supporting our ambition to deliver world-class services. We're looking for an experienced and customer-focused IT Service Management Senior Analyst to join our Transformation and Technology Directorate and help ensure our IT services remain resilient, efficient and responsive to the needs of the organisation.

In this role, you'll act as a key link between service stakeholders, internal delivery teams, support teams and external suppliers, ensuring that services are managed effectively throughout their lifecycle. You'll be responsible for monitoring service performance, identifying opportunities for improvement, leading service management activities and ensuring that customers remain at the heart of every decision.

You'll have the opportunity to work across a broad range of services and technologies, collaborating with colleagues from different professions and influencing how services evolve and improve. If you enjoy solving problems, building strong stakeholder relationships and driving better outcomes for customers, we'd love to hear from you.

Main Duties

• Builds and maintains effective relationships with stakeholders across supported business areas, developing an understanding of needs, priorities and challenges. Ensures stakeholder views are represented within IT and contributes to improved collaboration between business and technical teams.
• Provides clear, credible insights into service performance by using service performance data, stakeholder feedback and customer insight to identify trends, risks and opportunities for improvement. Communicates technical information in a straightforward manner and keeps stakeholders regularly updated on performance, upcoming changes, technology developments and strategic initiatives, supporting evidence-based decision making.
• Proactively monitors IT-related issues and requests that impact supported business areas, acting as a conduit between business stakeholders and IT support teams. Ensures stakeholders are informed, business impacts are understood, and appropriate escalation and resolution activities are coordinated.
• Works collaboratively with IT Change Management to manage the implementation of changes, confirm approvals, coordinate testing, and communicate implications to stakeholders. Contributes to lessons learned and continuous improvement.
• Supports IT Problem Management by helping prioritise and investigate issues, coordinating cross-team collaboration to identify root causes, and driving the implementation of sustainable solutions. Identifies opportunities to optimise services, improve customer outcomes and enhance service experience. Champions a customer-focused culture by promoting understanding of stakeholder needs and encouraging continual improvement.
• Maintains awareness of various delivery methodologies and practices and team structures (including but not limited to ITIL, Agile and DevOps). Supports teams by sharing knowledge, providing guidance and encouraging continuous learning, adaptability and professional development.

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:

• Proven knowledge and experience of Service Management processes in a medium/large organisation
• Able to build and maintain positive working relationships within a team and with internal and external business stakeholders.
• Effective communication skills, including the ability to engage and build productive working relationships with stakeholders, customers, technical teams and senior colleagues.
• Experience of working under pressure and delivering against competing demands, including balancing customer needs, business priorities and operational considerations.
• Good understanding of IT services, supporting technologies and their impact on business operations and customer outcomes.
• Able to take ownership of activity and see through to successful conclusion.
• Experience of analysing information and using evidence to support decision making and service improvement activities.

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 £39,849, HM Land Registry contributes £11,544 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 individua