🔹 Overview
An organisation is seeking an ITSM SLA Analyst to manage service performance governance, reporting, and continuous improvement across IT services.
This role acts as the single source of truth for SLA performance, ensuring contractual obligations are met, risks are proactively managed, and service quality remains high.
🔹 Key Responsibilities
Own SLA governance across IT services, ensuring consistent definition and measurement
Monitor and report on performance (daily/weekly/monthly), highlighting trends, risks, and breaches
Ensure compliance with contractual SLAs and KPIs
Identify and mitigate SLA breach risks, driving corrective actions
Maintain data quality within ITSM tools (ticket categorisation, prioritisation, SLA tracking)
Analyse performance to improve MTTR, first-time fix, and overall service quality
Produce governance reporting for service reviews and forums
Act as the central authority for service performance data
Support stakeholder meetings with clear, data-driven insights🔹 Experience Required
Experience managing SLA/KPI performance in IT service environments
Background working with contractual SLAs and service agreements
Strong reporting and data analysis capability
Experience within ITIL-based environments (Incident, Problem, Change, Service Level Mgmt)
Exposure to service governance, reviews, and stakeholder reporting
Experience supporting continuous service improvement initiatives
Familiarity with ITSM platforms (e.g. ServiceNow or similar)
Understanding of service transition and change impacts on SLAs🔹 Key Attributes
Strong analytical and data interpretation skills
High attention to detail and reporting accuracy
Ability to translate technical data into business-focused insights
Confident communicator with stakeholders at all levels
Highly organised, able to manage multiple reporting cycles
Proactive, risk-focused mindset
Strong understanding of SLA frameworks and service performance management✅ Summary:
Ideal for a data-driven ITSM professional focused on SLA governance, reporting accuracy, and continuous service improvement within a structured, ITIL-led environment
Salary description
£35000.00 - £40000.00 per year