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Service Management Analyst

Job Req ID:  52623
Posting Date:  31 Oct 2025
Function:  Service
Unit:  Business
Location: 

Exeter (R620), Exeter, United Kingdom

Salary:  30,610

Join BT as a Service Management Analyst Shape the Future of Consumer

Location: Exeter

Salary: £30,610

 

Why BT?

We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

 

Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

 

Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So, if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.

 

Why this role matters

The role of the Service Management Analyst sits within the Service Management team on the Devon and Cornwall Police Managed ICT Contract.

The purpose of the Service Management Analyst role is to provide support to other processes that sit within the team.

This role is primarily accountable for managing the submission of service requests and the governance of SIMAC (Soft Installs, Moves Additions & Changes). Responsibilities include developing and maintaining standardised templates and workflows for both IT and business service requests and the vetting of software request. The person in this position will work closely with end users and stakeholders to gather requirements and translate them into clear, actionable IT service deliverables. Additionally, they will ensure adherence to governance policies, standards, and approval processes across all service request types.

What you’ll be doing

  • Support the all functional areas of Service Management to Devon and Cornwall & Dorset Managed ICT Contract
  • Ensuring that all the support functions are carried out appropriately to minimise the number and impact of any related incidents upon the Customer’s service.
  • Recommending and working with all Service aspects to help implement improvements to the process.
  • Be cleared to the required security level to ensure compliance to contractual and governance requirements.
  • Support all processes in ensuring continued ISO 20:000 2018 Standard accreditation is achieved for their process.
  • To ensure that KPIs and SLAs for the process are accurately reported against and are exceeded or met.

What skills you’ll need

  • The ability to interact successfully at all levels of the internal and customer organisations.
  • Excellent communication and negotiation skills.
  • Self-starter capable of working off own initiative.
  • Highly customer focused with excellent interpersonal, influencing and communication skills.
  • Good methodical and organisational skills.
  • Knowledge and experience of ISO20:000 2018 Standards, working in an ITIL conformant organisation.

 

Benefits:

  • BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
  • From January 2025, equal family leave:  receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up
  • Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more
  • 22 days annual leave (not including bank holidays), increasing with service
  • 24/7 private virtual GP appointments for UK colleagues
  • 2 weeks carer’s leave
  • World-class training and development opportunities
  • Option to join BT Shares Saving schemes

 

A Few Points To Note:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

 

Don’t Meet Every Single Requirement:

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.

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