Job description


Service Management Analyst - Knowledge (4499)

The department:

This is an exciting opportunity to join a growing service management organisation within a transforming IT function, embracing a digital future in an evolving modern university. 

The Information Systems & Digital Services department works in partnership with our academic and professional colleagues to deliver digital and IT services that help the University achieve its strategic objectives in teaching and research, nationally & globally. We help to create the University of the future by co-designing new ways of working, enhancing productivity, reducing complexity, supporting innovation and providing the insights to drive continual improvement.

In order to enable significant organisational and technology change ahead, we are growing our service management capability now to drive our service maturity, best practice adoption and responsive service operations at scale.

We are now looking to appoint a new Service Management Analyst to drive our knowledge management and other service management maturity in line with our ambitious digital transformation plans across the University.


The role:

The Service Management Analyst is a key service management role within the Information Systems & Digital Services department but also works across multiple Professional Services areas.

With a particular focus on gathering, documenting and managing support knowledge, you will provide leadership in the development, coordination and improvement of any service management processes and practices, including incident management, request fulfilment, change management, problem management, release management, event management, service transition, service level management, continual service improvement, service catalogue management, and business continuity.

You will work alongside of a dynamic team of service management specialists and have the opportunity to represent Manchester Metropolitan University within the sector, liaise with external bodies, and to learn from the service management community such as UCISA, SDI, itSMF, Gartner and Educause.


Ideal candidate:

The ideal candidate for this role is methodical and process oriented, passionate about service quality and customer experience, and with a solid background in IT service management.

They are a data-savvy critical thinker and enjoy learning and researching an ever-changing world of technology and IT support.

They are brilliant writers and proof-readers and have the ability to put complex ideas into simple and clear documentation.

They excel at facilitating discussions and can use their excellent communication skills to promote adoption of best practice and a culture of service excellence across the organisation, increasing visibility of service performance and driving continual service improvement.


Please provide your CV along with a cover letter that outlines the following areas:

  1. Your experience of implementing, improving or following any IT service management processes and practices within your organisation, ideally including knowledge, service catalogue or problem management.
  2. Your experience of successfully promoting a culture of service excellence in your organisation, and your ability to challenge and inspire people to change their ways of working


For informal enquiries, please contact Martina Holubcova  (Head of IT Service Management) on


Manchester Metropolitan University is committed to supporting the rights, responsibilities, dignity, health and wellbeing of staff and students through our commitment to equality, diversity and inclusion.

We promote applications from all sections of the community, irrespective of background, belief or identity, recognising the benefits that a diverse organisation can bring and particularly encourage applications from groups which are underrepresented in the University workforce.

We recognise the benefits and importance of an environment that supports flexible working and are open to conversations about this throughout the application process.

Close map
Manchester All Saints Campus
Oxford Road, Manchester, UK, M15 6BH
  • Location:
    Manchester All Saints Campus
  • Faculty / Function:
    Professional Services
  • Salary:
    Grade 7 (£30,942 to £34,804)
  • Closing Date:
    23 January 2022
  • Contract Type:
  • Contracted Hours per week:
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