IT Service Management Analyst

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This job has been Expired
Full Time Part TimePermanent
  • Post Date: January 17, 2022
Job Description

It is an exciting time for HM Land Registry (HMLR) as we continue to embark on a major transformation programme. HMLR’s ambition is to become the world’s leading land registry for speed, simplicity and an open approach to data.

We are now looking for an experienced IT Service Management Analyst to join our Digital, Data and Technology team to help us to achieve this.

You will join our award-winning Digital, Data and Technology Directorate which is the in-house IT division at the heart of the move to a digital, data-driven organisation with the ambition to provide our customers with cutting-edge digital services.

Our existing software systems and services form part of the critical national infrastructure, safeguarding land and property ownership valued at £7 trillion. This enables over £1 trillion worth of personal and commercial lending to be secured against property across England and Wales.

As an IT Service Management Analyst, you will handle operational delivery, working with service stakeholders, internal and external support teams and suppliers. Your priority will be to help their customers receive a great service and experience and ensure they are handled with courtesy and integrity. You will put the customer at the heart of all interactions related to their services.

You will work with key service stakeholders; providing relevant service insights and report service performance against agreed targets, KPIs, SLAs and OLAs and identify service improvements and risks. You can expect to investigate, resolve and anticipate service problems, whilst assisting teams to investigate problems, implement solutions and take preventative measures.

The work will include analysis and assessment of the impact of service changes alongside scheduling and advertising change requests. You will assist reviews of outcomes; identifying lessons learnt and improvements. This role will involve the investigation of problems and opportunities in existing processes and will contribute to recommending solutions to these. You will work with stakeholders to identify objectives and potential benefits available and promotes a range of ITIL processes seeking improvements for customers.

In addition, you will need to demonstrate agile working to encourage a self-managing team to evolve and expand its responsibilities and have the ability to help teams maintain a focus on delivery, whilst being aware of the importance of professional development.


You will already hold an ITIL Foundation qualification and have a working knowledge and experience of Service Management processes in a medium/large organisation. You will have experience of working in an agile environment and an understanding of IT Infrastructure and applications.

You will also have an awareness of the whole life of service delivery; designs, develops, delivers and operates and can assist with the transition to support for new functionality or services, whilst protecting the integrity of existing services. You have the ability to recognise that a set of IT products and suppliers come together to deliver an IT service.

You have effective communication and customer service skills, including the ability to interact and build working relationships with other IT technicians, managers, users and customers and can work under pressure and deliver against competing demands. You successfully take ownership of activity and see it through to an successful conclusion and have the ability to explore and progress opportunities for service improvement.

For more information please see the attached job description.

The Digital, Data and Technology Directorate is the in-house IT division for HMLR. We are currently recruiting several roles to ensure the directorate’s teams contain the right blend of skills, experience and knowledge to take our major transformation programme forward. These teams are at the heart of the move to a digital, data-driven organisation with the ambition to provide our customers with cutting-edge digital services.

Due to Covid-19, the role will initially be home based so an induction and training will be carried out remotely, with full support from the team. You will then be based at one of our 14 offices.

Our Business Strategy for 2017-2022 sets out our aims of:
• brilliant at the basics;
• a comprehensive Land Register;
• world-leading through Digital Street – our ground-breaking research and development project exploring how land registration might work in 2030;
• opening our data;
• expert people; and
• financially strong.

For more information about what its like to work here please see the following links:
Building our digital capability through Communities of Practice
Working for HM Land Registry/


ITIL Foundation


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


HM Land Registry offers very competitive terms, conditions and benefits. We provide excellent opportunities for career progression, training and development. You will have access to Civil Service pension and benefits arrangements and generous leave allowances, as well as flexible working – exactly what you would expect from a progressive employer.

HM Land Registry is a great place to work, where difference is celebrated. We’re committed to fairness and equality for all, so you feel valued for who you are and what you do. Diversity fuels our innovation. Our shared values help us work together, to benefit the communities we serve.

Our employee diversity networks support our culture of inclusion and contribute to our diversity action plan. Our current focus is to encourage people from under-represented groups into management and leadership roles, especially people with disabilities, women and ethnic minority colleagues.

Attachments: Candidate Pack – DDAT EO IT Service Management Analyst