Sr Operational Process Analyst

We are seeking a senior Service Management professional to strengthen our Service Management capability. This role will provide dedicated capacity to support SLA commitments, service performance reporting, and customer‑facing service discussions, particularly during contract renewals and periods of heightened regulatory scrutiny.

The role will be embedded within the Service Management team, which supports our two high‑availability data platforms. It will act as a senior point of engagement for major clients and account managers and will work closely with stakeholders across Technology, Sales, Product, Client Delivery, Legal, and Service Management to ensure service commitments are clearly defined, measurable, and effectively governed.

The successful candidate will be confident operating at senior level, leading complex discussions, and translating technical service performance into clear, credible service objectives for customers.

Key Responsibilities

Service Level & Contract Support

• Act as a senior point of engagement with clients on Service Level Agreements (SLAs), supporting contract negotiations, responding to SLA‑related queries, and managing requested amendments to standard contractual terms, including service credit discussions.
• Collaborate with technology teams, product owners, and client delivery managers to define and agree non‑standard service levels and response times, ensuring they are operationally viable and clearly documented.
• Produce and maintain SLA reporting for clients, including system availability, incident performance, and service compliance metrics.
• Work closely with Sales and Legal to ensure SLA positions are clear, consistent, and defensible.
• Contribute to the enhancement and ongoing maintenance of the SLA database and the standard SLA query library, ensuring accuracy, consistency, and ease of reporting across the organisation.
  
  

• Provide operational support for SLA commitments within customer contracts, including interpretation, tracking, and reporting – Via PowerBI, Sharepoint and Servicenow
• Support and Develop Power BI dashboards for SLA reporting, service availability, and performance trends.
• Ensure data accuracy, consistency, and suitability for both internal and customer‑facing use.
• Identify service risks, trends, and improvement opportunities through data analysis.
  
  

• Represent Service Management on senior internal and external calls, including challenging or high‑scrutiny discussions.
• Clearly articulate service positions and rationale throughout negotiation to internal and external stakeholders.
• Explain SLA outcomes and required remediation actions in clear, professional language.
• Build credibility and trust with UK&I stakeholders through strong communication consistent delivery.
  
  

• Support Incident and SLA Management processes using ServiceNow.
• Ensure SLAs are correctly configured, measured, and reported within ServiceNow.
• Apply ITIL / ITIL 4 best practices across service management activities.
  
  

• Bachelors Degree holder.
• Strong, hands‑on experience with SLA management and reporting.
• Senior‑level experience in IT Service Management or Service Delivery.
• Proven ability to lead and contribute to senior‑level calls with confidence.
• Power BI skills, including dashboard creation.
• Practical working knowledge of ITIL and ITIL 4 (Incident, Service Level, Continual Improvement).
• Strong process documentation skills, including the ability to capture and maintain clear operational procedures and service processes.
• Excellent written and verbal communication skills.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
  
  

• Experience with contract management, including interpreting service obligations and supporting contract governance and renewals.
• Solid experience using ServiceNow or other similar service management tool for incidents, SLAs, and reporting.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives. e.g., copilot experience, AI agent
• Experience working across time zones in a global delivery model.
• Experience supporting UK or European customers.
• Familiarity with regulatory‑driven service scrutiny (e.g. operational resilience expectations).
  
  

• Confident, credible, and comfortable challenging constructively when required.
• Detail‑oriented with strong analytical capability.
• Customer‑focused and commercially aware.
• Able to work independently while collaborating effectively with distributed teams.