Senior Service Management Analyst

Consortium of Lesbian, Gay, Bisexual and Transgender Voluntary and Community Organisations Limited; City of Edinburgh; Hybrid; GBP 30,000 - 38,000; Full time

Job summary

An inclusive community organization in Edinburgh is seeking a Senior Service Management Analyst. This role involves supporting IT Service Management and ensuring system stability. Key responsibilities include supplier management, risk management, and business continuity. The ideal candidate should have a strong understanding of ITIL processes, excellent relationship management skills, and experience in facilitating group interactions. A competitive salary of £30,400 - £38,000 depending on experience and generous benefits await the right individual.

Benefits

Enhanced pension scheme

Discretionary bonus

34 days leave per year

Private medical cover

Life assurance

Cycle2work scheme

Responsibilities

• Provide support to IT Service Management capability and business assurance.
• Manage operational supplier relationships and escalations.
• Prepare trend analysis reports across Incident, Change, and Problem management.
• Support Business Continuity and Disaster Recovery Reporting & Testing.

Skills

Understanding of ITIL processes

Relationship management skills

Experience handling stakeholder queries

Ability to work at pace

Data reporting skills

Experience facilitating groups

Education

ITIL Foundation V4 certification

Job description

Highlighted points for this job

'Senior Service Management Analyst role in Edinburgh'

'Competitive salary range of £30,400 - £38,000 depending on experience'

'Supporting IT Service Management capability and business assurance'

Senior Service Management Analyst

Permanent

Location: Edinburgh (We believe in the power of in-person collaboration, and our hybrid model requires colleagues to be in the office a minimum of 40% of their time)

Salary: A competitive salary from £30,400 - £38,000 depending on the experience you can bring

Closing date: 26th January 2026

We’re a company of ambitious, collaborative problem‑solvers who get things done – we’re looking for like‑minded people to join us.

We help people live their best lives. We help them with the big stuff, for the moments that matter: Pensions, Savings, Investments. At Aegon, we strive in creating a diverse organisation that plays a meaningful role in driving greater equity, inclusion and belonging.

We are looking for a Senior Service Management Analyst to join our team in Edinburgh. In this role you will provide support to the IT Service Management capability; ultimately providing business assurance and system stability. You will be required to support a number of key activities which may include; supplier management, business management, KPI and management information reporting, triage of end user issues, assessment of service requests against IT policy, continual service improvement process as well as disaster recovery/business continuity management.

The Technology Operations department are responsible for ensuring the availability and stability of the Aegon Digital Solutions’ Platform. Incident, Change, Problem, Business Continuity, Risk and License management processes are used to control the multiple Platform environments whilst enabling a dynamic and flexible IT service.

Key Responsibilities include:

• Operational Supplier Management – Account management, record keeping and management of escalations.
• Governance - Supporting regular service reporting, monitoring supplier and internal performance against agreed system performance and capacity requirements.
• Analysis - Preparing trends analysis reporting across Incident, Change and Problem management processes, plus coordination of root cause analysis.
• Support - Providing operational support to facilitate effective ways of working with key suppliers and supporting supplier due diligence.
• Risk Management – Identifying and recording Risks in accordance with the requirements of the Risk Management Framework. Managing and maintaining all relevant IT controls in line with agreed schedules.
• Business Continuity - Supporting the IT & Change department for Business Continuity. Disaster Recovery Reporting & Testing.

We’d love to hear from you if you have:

• An understanding of ITIL processes and how they are applied within an IT Service management department.
• Proven relationship management skills with the ability to build positive partnerships.
• Experience handling internal and external stakeholder/customer queries.
• Skilled at developing relationships with key stakeholders.
• Comfortable challenging and influencing others.
• Experience facilitating groups – comfortable presenting and leading group meetings.
• Ability to work at pace, making clear decisions with a structured and organised approach.
• Ability to bring together data from different sources and provide reporting.
• An ITIL Foundation V4 certification is desirable

What’s in it for you?

• We’re serious about your future and our enhanced pension scheme is now in place. We ask you to contribute 3% of your salary to your pension and we’ll put in 9%. If you decide to contribute more, we’ll match it up to a combined total of 20% of your salary (that’s 7% from you and 13% from us).
• A discretionary bonus, depending on personal and company performance
• 34 days leave per year (including bank holidays, pro‑rated for part‑time)

We also offer private medical cover, life assurance, critical illness cover, enhanced parental leave and a variety of lifestyle benefits to help our employees live their best lives, including retail discount vouchers, cycle2work scheme, subsidised restaurant and online GP appointments. To find out more about what to expect at Aegon, visit our careers site.

The legal bits

We’ll need you to confirm you have the right to work in the UK. If we offer you a job and you accept, there are some checks we need to complete before you can start with us. This will include a credit and criminal record check, as well as providing satisfactory references.