Job Description - Senior Service Analyst (047425)
Organisation
Customers, Communication and Technology
Job
Technology Service Operations
Position Type - Full Time
Contract Type: FTC (6-12 months)
A great opportunity to join the Networks and Hosting team responsible for managing and maintaining TfL’s core infrastructure at a virtual and physical layer within Technology Service Operations.
The core server infrastructure hosts many of TfL’s Mission Critical and Business critical IT systems, which ultimately keep TfL services to our customers running.
We are looking for a self-motivated and proactive candidate with excellent written and verbal communication and the willingness to learn new skills. The successful candidate will have good administrative and financial experience and excellent attention to detail.
The Team
The team is made up of approximately 15 Service Performance Managers (SPMs) and Service Analysts and supports a number of Mission Critical IT systems, which are extremely high profile and/or critical to the safe and efficient running of London Transport Services. Our success is based on building meaningful and trusted relationships with our colleagues, customers, and suppliers and being prepared to go the extra mile to deliver outcomes that make a real difference.
Job Purpose:
The successful candidate will bring a positive can-do attitude to the role by identifying opportunities to provide excellent service delivery and financial acumen through collaboration, innovation, and a willingness to challenge the status quo when required.
We are looking for a candidate with proven experience in strategic business planning and who possesses financial understanding to support the Networks & Hosting Service Owner and SPMs in business planning and accurate forecasting against budget. In addition, the ability to improve, maintain and constantly review the existing cost modelling function to provide accurate internal proposals/quotations to ensure TfL can accurately forecast project spend in CAPEX and OPEX and for the next 5-10 year forecast/budget.
The Senior Service Analyst may be called upon to support the end-to-end infrastructure platform service lifecycle management within N&H ensuring services are delivered to agreed standard, quality and performance as per the Service Design and approved Service Model. This includes supplier management in line with contractual obligations.
Key Accountabilities:
* Responsible for maintaining the existing cost modelling function and analysing with a view to constant development and improvement.
* Responsible for the Networks and Hosting forecast against budget and maintain periodic reviews to ensure a high degree of accuracy.
* Responsible for producing the annual business plan and budget in collaboration with the Service Owner and Management Team.
* Responsible for delivery of assigned outputs, licence management, service lifecycle management, financial forecasts, supplier management, and the management of new or existing contract renewals.
* Support the successful transition of services including documentation of service requirements, service design and create and maintain contractual collateral where relevant, including maintenance of knowledge scripts and technical documentation.
* Analyse relevant reports and data, for example, but not limited to, demand, capacity, licence management, asset lifecycle management across the services and technologies within their portfolio and ensure adherence to agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
Knowledge:
* Extensive finance knowledge.
* Service Management toolsets and processes.
* Knowledge of ITIL processes desirable.
Skills:
* Excellent interpersonal and organisational skills.
* Strong business administration skills to maintain process documentation and requirements.
* Strong knowledge of Microsoft Office suite of applications.
* Ability for data analysis, reporting and presenting.
Experience:
* Demonstrable experience of supporting negotiations both internally and with third parties.
* Demonstrable experience of supporting financial management of supplier spend and financial forecast (OPEX & CAPEX).
* Proven experience of technology and IT services.
* Reconciling data to assure accuracy against contractual obligations.
* Proven experience of maintaining Service Management processes in a large organisation would be beneficial.
Application Process
Please apply using your CV and maximum two-page covering letter.
Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter. PDF format preferred and do not include any photographs or images.
The closing date for applications is Monday 20th January @ 23:59
Please note we may close the advert early if we receive a high volume of applicants.
Equality, Diversity and Inclusion
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.
Benefits Include:
* Final salary pension scheme.
* Free travel for you on the TfL network.
* Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket.
* 30 days annual leave plus public and bank holidays.
* TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow.
* Tax-efficient cycle-to-work programme.
* Retail, health, leisure and travel offers.
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