Service Managment Analyst


Information Technology
Malmesbury - United Kingdom


The End User Services Team in which this role is aligned exist to deliver world class Service Desk and End User Computing Services to Dyson’s global employees (circa 11,500 users), ensuring ITIL aligned governance and standards are adhered to across all aspects of IT globally. They drive continual improvement into the end user services space in light with Dyson’s growth establishing and maintaining strong relationships with the business, ensuring regular communication of service requirements, service improvements, risks, service changes, service outages and service issues.

Within this role you will report to the Head of Service Operations Management, you will be responsible for assisting with the management and governance of Service Operations in all Dyson regions.


You will be responsible for:

  • Reviewing and validating service operations data including SLA performance
  • Producing service reports to drive best practice ITIL governance
  • Providing analyst support for End User Services related projects and programmes
  • Supporting the validation of ServiceNow changes through UAT
  • Supporting the Service Operations team to drive best ITIL practice across Global IT teams and third parties
  • Support continual service improvement initiatives


  • Experience as an IT Analyst/Service Desk Analyst or within a similar role
  • Basic knowledge of ITIL principles particular change, problem, incident, request fulfilment and knowledge management
  • Basic understanding of project lifecycle stages
  • Knowledge of IT service desk tools ideally ServiceNow (desirable not mandatory)
  • A natural problem solver
  • Ability to effectively assist in the communication of Service Operations policies and processes
  • Strong analysis skills


•27 days holiday plus eight statutory bank holidays •Pension scheme •Performance related bonus •Life assurance •Sports centre •Free on-site parking •Lift share scheme •Subsidised café and restaurants •Discount on Dyson machines

Posted: 30 May 2019