Lead Service Analyst - Food Stores & Membership

•    Analyse service performance data to identify trends, risks and opportunities for improvement across one or more technology services 
•    Support and coordinate incident, problem and change management activities, providing insight and evidence to support decision-making and continuous improvement 
•    Produce and maintain service reporting, dashboards and performance insights for stakeholder and service reviews 
•    Work with Service Managers, technical teams and suppliers to improve service performance and operational effectiveness 
•    Support operational readiness and service transition activities, helping ensure new services and changes are ready to be supported in live environments 
•    Maintain accurate service records, documentation, knowledge articles and service catalogue information 
•    Identify and track operational risks, compliance activities and improvement actions, ensuring issues are visible and appropriately managed 
•    Assist with improving our service management processes and tooling capabilities
•    Support incident and change management activities out of core operational hours when required

We’re committed to making our roles as accessible as possible, so we only ask for the minimum criteria. To thrive here, you’ll need to bring:

•    Experience working within IT Service Management, Service Operations, Service Delivery or a similar technology environment 
•    Experience analysing data and identifying trends, risks and opportunities to improve service performance and customer outcomes 
•    Strong analytical and problem-solving skills, with the ability to turn complex information into clear insights and recommendations 
•    Experience producing reports, dashboards or service performance information for a range of stakeholders 
•    Strong communication and stakeholder management skills, with the ability to work collaboratively across technical and non-technical teams 
•    A good understanding of service management frameworks, principles and best practice (such as ITIL)

We know some people may hesitate to apply if they don’t meet every requirement. At Co-op, we’re committed to building diverse and inclusive teams, so if you’re excited about this role but your experience doesn’t align perfectly, we still encourage you to apply.

At Co-op, we’re owned by our members. And because we’re owned by you, we can do right by you. So when you join us, you’re not just taking a job, you’re joining a movement. We’re an organisation that puts people and communities first, and we’re powered by purpose. We want this to be a place where you can thrive, so you’ll also receive:

•    An annual bonus (based on personal and business performance)
•    28 days holiday (rising to 32 with service) plus bank holidays 
•    A pension with up to 10% employer contributions 
•    Access to a subsidised onsite gym (at our Manchester HQ) 
•    30% discount on Co-op products and 10% off other brands 
•    Stream – early access to a percentage of your pay as you earn it 
•    Virtual healthcare including GP appointments, mental health support, nutrition and fitness advice 
•    24/7 colleague support service 
•    Training and support for your development and career progression
•    Cycle-to-work scheme

We’re building diverse and inclusive teams that reflect the communities we serve. We welcome applications from everyone and are committed to creating a workplace where colleagues can feel like they belong, supported by our inclusive policies and the ways we work.

We’re proud to be part of the Disability Confident scheme and offer interviews to disabled candidates who meet the minimum criteria for a job. If you need any adjustments during the recruitment process, we’ll support you.

Learn more about our recruitment process at jobs.coop.co.uk/apply-process and our inclusion commitments at jobs.coop.co.uk/diversity-inclusion

Please note that we may close applications for this role early.