ITIL Service Operations Analyst

Rackspace Hosting Inc; Cardiff; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading cloud services provider in the UK is looking for an ITIL Service Operations Analyst. In this role, you will manage incidents, service requests, and problems to ensure effective delivery of IT services. You should have ITIL certification and experience in Change Management and ServiceNow. This position requires strong problem-solving skills and an ability to work in a structured environment, focusing on delivering excellent service outcomes.

Qualifications

• ITIL certification or equivalent qualification required.
• Experience with managing incidents and service requests.
• Strong problem-solving skills and ability to maintain service quality.

Responsibilities

• Manage incidents, requests, problems, and changes effectively.
• Monitor service performance and triage tickets.
• Coordinate with technical teams for timely resolution.

Skills

ITIL Foundation / Practitioner

Change Management Experience

ServiceNow knowledge

Major Incident Management experience

Job description

We are seeking a highly organised and service‑focused ITIL Service Operations Analyst to support the delivery, stability, and continual improvement of our IT services. In this role, you will work within the Service Operations function to ensure incidents, requests, problems, and changes are managed effectively and in line with ITIL best practices.

You will play a key role in maintaining service quality, supporting operational processes, and ensuring that customers and internal teams receive timely, accurate, and professional support. This role is ideal for someone who thrives in structured environments, enjoys problem‑solving, and is passionate about delivering excellent service outcomes.

The ITIL Service Operations Analyst is responsible for ensuring the effective day‑to‑day delivery of IT services by managing incidents, service requests, problems, and changes in line with ITIL best practices. They monitor service performance, triage and prioritise tickets, coordinate with technical teams to drive timely resolution, and maintain clear communication with customers and stakeholders. The role involves assisting with the planning, assessment, and coordination of changes and releases.

Skills & Experience Required

• ITIL Foundation / Practitioner, intermediateੱਜ અથવા સમાન ક્વોલિફિકેશન
• Change Management Experience
• ServiceNow knowledge
• Major Incident Management experience
• Eligibility to pass BS7858 security check

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.