IT Service Management Analyst

Job description

About the job

Job summary

As an IT Service Management Analyst at HM Land Registry, you'll play an important role in ensuring our IT services are reliable, effective and continually improving to meet the needs of our colleagues and customers.

Working closely with service stakeholders, support teams and suppliers, you'll help monitor and improve service performance, support change activities, and contribute to the successful resolution of service issues. You'll be part of a collaborative environment where customer experience is at the heart of everything we do, helping to deliver services that support HM Land Registry's ongoing digital transformation.

This is an excellent opportunity for someone who enjoys problem-solving, stakeholder engagement and continuous improvement, while developing their career in IT Service Management.

Job description

At HM Land Registry, we rely on high-quality technology services to support our people, customers and business objectives. We're looking for an enthusiastic and customer-focused IT Service Management Analyst to join our team and help ensure our services continue to deliver value across the organisation.

In this role, you'll work with stakeholders, technical teams and suppliers to monitor service performance, support service improvements and contribute to the effective management of IT services. You'll help investigate service issues, coordinate change activity and support the adoption of ITIL best practices, ensuring customers remain at the centre of service delivery.

You'll be joining a supportive team that values collaboration, continuous learning and innovation. Whether working on service improvements, analysing performance data or helping resolve operational challenges, you'll have the opportunity to make a meaningful contribution while developing your skills and experience in a professional IT service management environment.

Main Duties

• Work with key service stakeholders to provide service insights, reports and updates within agreed timescales.
• Monitor and report on service performance against agreed targets, Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• Identify service risks, trends and opportunities for improvement, helping to enhance the customer experience.
• Investigate, resolve and anticipate service issues, supporting teams in identifying root causes and implementing effective solutions.
• Assist with problem management activities, ensuring preventative measures are identified and implemented where appropriate.
• Assess the impact of service changes and support the scheduling, communication and coordination of change requests.
• Contribute to post-implementation reviews, helping to identify lessons learned and opportunities for continual service improvement.
• Analyse existing processes and identify opportunities to improve service delivery, efficiency and customer outcomes.
• Work collaboratively with stakeholders to understand business objectives and identify potential service improvements.
• Promote ITIL processes and best practices, helping to ensure effective and consistent service management across the organisation.
• Support teams in maintaining a focus on service delivery while encouraging continuous learning and professional development.
• Contribute to a positive, inclusive and collaborative team culture where knowledge sharing and continuous improvement are encouraged.
• Build strong working relationships with colleagues, stakeholders and suppliers to support the effective delivery of IT services.
• Help ensure customers receive a professional, responsive and high-quality service experience, with courtesy and integrity at the heart of all interactions.

Person specification

To be successful in this role, you will need to demonstrate the following throughout the recruitment process.

Essential Technical Skills and Qualifications:

• ITIL Foundation or willingness to achieving within 12 months of appointment.

Essential Experience:

• Experience of working within an IT Service Management environment in a medium/large organisation.
• Working collaboratively with appropriate teams. Represents service stakeholders' interests and concerns.
• Experience of working under pressure and delivering against competing demands.
• Effective communication and customer service skills, including the ability to interact and build working relationships with other IT technicians, managers, users and customers.
• An understanding of IT Infrastructure and applications
• Able to take ownership of activity and see through to successful conclusion
• Good analytical skills.
• Able to deliver positive outcomes
• Able to build good working relationships within a team.
• Able to explore and progress opportunities for service improvement.

Qualifications

Please provide details of how you meet the requirement below, including whether you already hold the qualification or are willing to work towards obtaining it within 12 months of appointment.

- ITIL Foundation or willingness to achieving within 12 months of appointment.

Behaviours

We'll assess you against these behaviours during the selection process:

• Changing and Improving
• Developing Self and Others
• Making Effective Decisions
• Communicating and Influencing
• Working Together

Benefits

Alongside your salary of £32,119, HM Land Registry contributes £9,304 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

#WeAreHMLR

At HM Land Registry our vision is a world leading property market as part of a thriving economy and a sustainable future. We are unique in terms of the economic and social impacts of our work, our ability to make a positive difference to the lives of our customers, our sense of mission, and our great people. They are the foundation of all we have achieved and all we aspire to in the future. We want our people to feel proud to work for HM Land Registry and able to fulfil their full potential.

We have a strong and positive culture, a commitment to inclusivity, an emphasis on continuous learning and development, and flexible ways of working. We offer competitive pay and annual leave, attractive pension options and a wide range of other benefits.

• We have integrity - we value honesty, trust and doing the right thing in the right way.
• We drive innovation - we are forward-thinking, embrace change and are continually improving our processes.
• We are professional - we value and grow our knowledge and professional expertise.
• We give assurance - we guarantee our services and provide confidence to the property market.

The HMLR Way - Our Shared Commitment

What you can expect from HMLR:

• Inclusive & Empowering: A positive, healthy environment where everyone feels valued and empowered to contribute
• High Performance: Access to tools, resources, and development opportunities within a supportive culture
• Value & Recognition: We value team and individual improvement, learning from setbacks as much as celebrating success
• Clarity & Transparency: Clear communication of our vision and priorities, so our direction and decisions are evident

You can find more information on our rewards package on our website.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

Upon applying you will be required to complete a Judgement test before you can proceed with the rest of your application.

Then to apply for this vacancy, you will need to complete the online application form and attach an anonymous CV that will demonstrate how you meet the Essential Experience set out in the person specification and/or job description.

You will also be asked to complete a Personal Statement section (in no more than 500 words) and this should be used to outline your skills and experience for the role and detail how you meet the essential experience criteria listed below:

• Experience of working within an IT Service Management environment in a medium/large organisation.
• Working collaboratively with appropriate teams. Represents service stakeholders' interests and concerns.

If successful at the shortlisting stage, you will be invited to attend a face to face blended interview at our Nottingham Office, which we anticipate will be held on week commencing 12 October 2026. You will be asked to deliver a short presentation as part of the interview. Full details will be provided to those successful at sift to support your preparation.

Please review your application form before clicking 'submit' - once you have submitted, you will not be able to amend your application. Ensure your application form is received by the closing date for receipt of applications - this is 11:55pm on the advertised date.

The interview will assess the experience and behaviours listed in the attached job description.

Candidates may refer to notes within their interview, but they should be used as a prompt only.

HMLR is accredited to the Disability Confidence Scheme, which denotes organisations which have a positive attitude towards disabled people. Disabled applicants who meet the minimum essential criteria at the shortlisting stage are guaranteed an invitation to interview.

If any candidate requires the panel to consider a reasonable adjustment or there is anything else they would like the panel to take into consideration they are asked to notify us of this at application stage where possible or during the process as soon as it becomes a requirement.

Please note that we will only offer sponsorship for a skilled worker visa where a role is in a certain business critical category. This role does not meet that category, and we will not sponsor a skilled worker visa. You must ensure you have the appropriate right to work in the UK before applying.

HMLR expect everyone to spend at least 60% of their working time in the office.

You can find more information on how we use your personal data on our website

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Danielle Inglis
• Email : [email protected]

Recruitment team

• Email : [email protected]

Further information

If you feel your application has not been treated in accordance to the Recruitment Principles and you wish to make a complaint, please email [email protected] in the first instance. If you are not satisfied with the response you receive from HM Land Registry then you may take your complaint to the Civil Service Commission: http://civilservicecommission.independent.gov.uk/making-complaint/