Service Analyst

Unternehmensgruppe Theo Müller S.e.c.s.; Market Drayton, East Kilbride; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading dairy company is looking for a Service Analyst to manage IT service processes in a hybrid work setup. The role involves configuration management, incident resolution, and service improvement. Candidates should possess a technical college degree and experience in service management within an IT environment. This position offers competitive compensation and various employee benefits, ensuring a fulfilling career path with opportunities for growth.

Benefits

Competitive salary

Generous annual bonus

Private Medical Insurance

25 days holiday plus bank holidays

Enhanced Maternity & Paternity Leave

Pension Contribution Scheme

Access to Müller Rewards

Qualifications

• Technical college degree required.
• Experience in a Change / Request ITIL environment is essential.
• Proficiency in ITIL & Service Management Processes expected.

Responsibilities

• Manage configuration management lifecycle.
• Maintain the Cl database linked to other tools.
• Analyse and improve IT service availability.
• Coordinate and advise on change management.
• Support major incidents and create documentation.

Skills

Technical college degree

Basic understanding of IT Infrastructure

Service management experience in a SAP environment

Good understanding of framework processes

Proficient in ITIL & Service Management Processes

At least 2 years' experience in Change/Request ITIL

Proven track record in Incident/Service Level Management

Excellent analytical and troubleshooting skills

Education

Technical college degree

Job description

Who we are

We’re Müller UK & Ireland, a family‑run dairy business and we’re experts at what we do. Dairy is a key part of a healthy and balanced diet and we’re super proud to help meet the nutritional needs of millions of people, every, single, day. To do this, our business has been split into these key areas. Müller Milk & Ingredients (MMI), Müller Yogurt & Desserts (MYD), and Müller Milk & Ingredients Distribution (MMID).

MMI is all about producing milk, cream, butter, milk drinks, and dairy ingredients from 1,300 British. MYD is the team behind favourites like Müller Corner, Müller Light, Müller Rice, and more - putting smiles on faces with every spoonful. And MMID? They’re the logistics legends, delivering over 1 billion litres of milk every year to more than 5,500 locations across the UK, making sure everything flows smoothly from farm to fridge. Together, we’re growing fast, powered by passionate people who care about quality, sustainability, and making every day delicious.

Milk flows through everything at Müller – from farm to factory to fridge. But the true impact comes from our people, in each and every corner of the business, working hard and as a team to put smiles on faces everywhere, making each day delicious for our shoppers.

As the UK's most popular dairy brand, we’re always striving to make a real difference for our planet, our partners and our people, making sure we're helping to create a more sustainable dairy future. We’re growing to keep up with the millions of people reaching for our branded and private label products on shelves everywhere. Join a culture full of pace that’s bold and entrepreneurial, with opportunities that are yours for the taking – and even enjoy every benefit and bonus to sweeten the deal.

We're Hiring: Service Analyst

Location: Market Drayton, Shropshire / East Kilbride - Hybrid - 3 days on-site per week.

Contract: Full‑Time, Permanent

Hours: Monday–Friday (40 hours)

Are you ready to unleash your potential and build an exciting career with Britian’s most chosen dairy brand? Müller UK & Ireland, part of the renowned Unternehmensgruppe Theo Müller, invites you to apply for our Service Analyst position.

Benefits for the role

Competitive salary, generous annual bonus, Life Assurance, Private Medical Insurance, 25 days holiday plus bank holidays (rising with service), Enhanced Maternity & Paternity Family Leave, Enhanced Bereavement Leave, Pension Employer Contribution Scheme (matched up to 8%), Exclusive access to Müller Rewards – offering a variety of online and in‑store discounts and development opportunities.

Responsibilities

• Manage the configuration management life cycle.
• Maintain the Cl database and link it to other tools within Group IT.
• Analyse, plan, measure and improve all aspects of the availability of IT services.
• Ensure that services and infrastructure are able to deliver the agreed capacity and performance targets in a cost effective and timely manner.
• Coordinate and advise change Manager in the assessment, prioritization and scheduling of changes.
• Control the lifecycle of all changes., objective is to enable beneficial changes to be made, with minimum disruption to IT services.
• Gather, analyse, store and share knowledge and information. primary goal is to improve efficiency by reducing the need to rediscover knowledge.
• Manage the lifecycle of all issues; objectives are to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented. Maintain information about Known Errors and Workarounds.
• Ensure the effective management of High and top priority tickets within the ITSM tool.
• Coordinate teams to ensure quick resolution to minimise impact to the business.
• Point of contact for all incident queries.
• Support major incidents and create whiteboards, whilst liaising with problem and change management.
• Support and sub‑project management in the implementation of the ITSM framework.
• Ensure that project/ service management methods & tools as well as system resources are optimally used.
• Responsible for change management workflows in the ITSM tool and KPI reporting.
• Promote communication with various stakeholders and external service providers.
• Provision of expert support for users and all relevant stakeholder groups.
• Support for the optimization of existing internal team processes and documentation.
• Regular coordination with specialist departments on open topics.

Key skills & experience

• Technical college degree
• Basic understanding of an IT Infrastructure and application management
• Service management experience in a SAP environment would be beneficial.
• Working knowledge of the configuration management landscape.
• Good understanding of the framework and the processes associated with it.
• Proficient in ITIL & Service Management Processes
• At least 2 years' experience working in a Change / Request ITIL environment.
• Proven track record in Incident and Service Level Management, dealing with suppliers at all levels.
• Systems management experience.
• Excellent analytical and troubleshooting skills.

The Process

If you have the skills and experience in the above areas and would like to be considered for this role, please apply at www.mullercareers.co.uk.