Managed Service Support Analyst– Network
On-siteFarnborough, England, United Kingdom
Job Summary
Support the Managed Service Lead in planning, coordinating, and tracking the transition of secure workplace, platform, and infrastructure services into live operation for a critical national infrastructure programme. Maintain transition trackers, action logs, dependency registers, and readiness evidence while coordinating inputs from engineering, service management, security, suppliers, and project teams. Support service rehearsals, operational readiness reviews, knowledge transfer sessions, and service acceptance activities to ensure services are stable, supportable, and secure. Create, review, and maintain operational documentation including processes, procedures, knowledge articles, and handover packs aligned with ITIL-aligned service processes. Validate service readiness criteria and gather evidence for transition checkpoints, assisting in identifying gaps and tracking remediation actions before live service commencement. Coordinate with internal teams, suppliers, and customer stakeholders to prepare agendas, minutes, and status updates for transition governance.
Required Qualifications
- Must be eligible for UK Security Clearance
- DV clearance will be required depending on programme and customer requirements
- Experience supporting service transition, operational readiness, live service mobilisation or IT service delivery in a complex IT environment
- Good understanding of ITIL-aligned service management processes, including change, incident, problem, configuration, knowledge and service acceptance
- Ability to manage actions, dependencies, risks, issues and documentation across multiple teams and workstreams
- Strong written communication skills, with experience producing clear operational documentation, meeting outputs and status updates
- Technical awareness of workplace, platform, infrastructure or service operations, including monitoring, access, patching, backup, configuration and support models
- Experience working with technical teams, project managers, service management functions, security stakeholders and third-party suppliers
- Organised, proactive and detail-focused, with the ability to work in controlled environments where governance, evidence and process discipline are important
- Excellent communication and stakeholder management skills, with the ability to follow up actions and escalate blockers constructively
- Experience working on UK government, defence, secure or critical national infrastructure programmes
- Exposure to secure or accredited environments, including access control, controlled change, auditability and security governance
- Experience using ITSM, collaboration or reporting tools such as ServiceNow, Jira, Confluence, SharePoint, Teams or equivalent
- ITIL Foundation or equivalent service management qualification
- Technical familiarity with workplace services, infrastructure services, cloud platforms, monitoring tooling, automation or service reporting
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