Service Management Analyst

Overview

Would you like to enrich the lives of learners?

RM Technology has shaped future generations for over fifty years by implementing innovative technology solutions in schools and colleges. Founded in 1973, we're a trusted Edtech partner, transforming teaching environments to be more productive, resilient, and sustainable.

Our committed team pioneer, collaborate, and continually push the bar on products and services in the EdTech space.

Visit us here to find out more:

Job Context & Purpose

RM plc is a £211m group of businesses, with c. 1,990 employees globally. Established in 1973, RM provides market-leading products and services to educational institutions, exam bodies and international governments which improve, simplify and support education and learning.

RM Group operates through three businesses: Technology (Managed Services, Software and Infrastructure for Schools), Assessment (Software and Services) and Education Resources.

RM's Technology business ( ) is a market-leading supplier of ICT software, technology and services to UK schools and colleges to deliver a technology environment that improves learning outcomes and makes the most of IT investment.

RM Technology is a £65m business employing c.800 people, over 300 of whom are based in India (Trivandrum), and the rest based in the UK (Oxfordshire, London, Scotland and Field-based teams).

The Business has recently laid out a new strategic ambition under a new Managing Director, and is in the process of evolving to a matrix operating structure that will drive focus through four lines of business: Managed Services, Software, Hardware and Broadband.

The Role

Reporting to the Service Management Lead, this key role will support the ongoing development and improvement of the Service Management Office, with a strong focus on maturing ITIL practices. The Service Management Analyst will assist in the implementation and delivery of ITIL methodologies across the designated customer base, ensuring processes are effective, efficient, and aligned with both RM Technology's objectives and those of our customers. This customer-facing position is vital for enhancing customer satisfaction, optimising service efficiency, and supporting continuous improvement initiatives across Service Operations.

Responsibilities

Main Responsibilities

• Track, analyse and report on service performance against agreed SLA, s OLAs and KPIs

• Identify trends, risks and areas for improvement in service delivery.

• Ensure support requests are categorized, prioritised and progressed in line with agreed processes and quality standards

• Coordinate with technical teams to drive timely resolution of incidents and service request.

• Support root cause analysis and follow up actions for recuring for problem records

• Support the development and maintenance of key ITIL practices including Incident, Major Incident, Problem, Change Enablement, Service Request, Software Asset and Configuration Management, and Knowledge Management.

• Help ensure ITIL processes are delivered effectively, meeting the needs of RM Technology and its customers.

• Act as a customer-facing representative, working to improve customer satisfaction through effective service management and communication.

• Act as first escalation point for the in-scope customers and ITIL practices.

• Work closely with in-scope customers and the Service Delivery Manager to support the delivery of ITIL practices on their contracts.

• Manage Incident, problem, service request, change, knowledge and asset practices for in scope customers.

• Conduct regular audits of ticket handling, documentation and change control compliance

• Support alignment with RM Technology's ISO Management Systems and other relevant certifications.

The role and its responsibilities can be expected to evolve across time.

Experience

Skills and Experience

Proven experience in:

• A service management role within an MSP or managed services environment.
• Supporting or improving ITIL processes.
• Delivering services to multiple customers.

You will be:

• A strong collaborative team player, able to work well with business members both internally and externally.
• Detail-oriented, with the ability to translate requirements into effective actions.
• Proactive in identifying and supporting process improvements.

You will have:

• Knowledge of current and emerging technology trends relevant to service management.
• Experience with service management tools (e.g., ServiceNow or similar).
• Strong communication and interpersonal skills, with experience engaging stakeholders at various levels.
• Familiarity with Agile methodologies and continuous improvement practices.
• Strong analytical and problem-solving skills.
• ITIL v4 Foundation certification
• A strong alignment to RM's core behaviours:Be Brave, Win Together, Be Curious, make it Simple, and Consider it Done.

What's in it for you?

At RM we have My Work which provides office-based colleagues with multi location and hybrid working options. As well as your office base, you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process.

As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available, some roles are also eligible for a performance-related bonus. There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign up for a health assessment, or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.

To better reflect the society that we serve, we're committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work, we also want to make the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at .

Unfortunately, we are unable to offer visa sponsorship for this role.