Job Description
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Key Information
Job title: IT Senior Service Analyst – Technology Products & Operations (Networks & Hosting)
Salary: £63-67k (dependant on skills and experience) Grade: Band 3
Contract type: Permanent Reference: 5197
Team: Service Owner - Networks and Hosting Directorate: TfL Corporate
Contract details: TfL Location: Pier Walk / Hybrid Working
Application closing date: Sunday 23rd August 2026
All offers of employment are subject to satisfactory right‑to‑work checks. Candidates must be able to demonstrate their right to work in the UK. At the present time TfL is unable to offer visa sponsorship for this role.
About Us
Transport for London (TfL) keeps London moving, serving millions of customers every day through one of the world's most complex and integrated transport networks. Behind every journey is a diverse range of technology services that enable safe, reliable and efficient transport across the capital. The work you do supports the future of sustainable transport.
Technology Products & Operations (TP&O) is responsible for the delivery, support and continuous improvement of the technology services that underpin TfL's operations.
Joining TfL means being part of an organisation where technology has a direct impact on people's lives, helping deliver better services for customers, colleagues and London as a whole. As part of a large and diverse technology function, you'll have opportunities to broaden your skills, build valuable networks and explore future career progress.
Our Team
The Networks & Hosting team sits within Technology Products & Operations and is responsible for ensuring the effective performance, governance and continuous improvement of a wide range of critical infrastructure services.
Working closely with Managers, Service Owners, Technology Service Operations (TSO), third-party suppliers and senior stakeholders, the team provides oversight of service performance, service governance, reporting and continual service improvement activities across the service lifecycle.
The team is highly collaborative and plays a central role in:
- IT Service performance management and governance.
- Incident, problem and risk management oversight.
- Service reporting and trend analysis.
- Continual Service Improvement (CSI)
- Business relationship management across TP&O and wider TfL.
- Supporting operational excellence across Networks & Hosting services.
This is an excellent opportunity for an experienced service management professional who enjoys working with data, influencing stakeholders and driving service improvements across a complex technology environment.
About the Role
As a Senior Service Analyst, you will be responsible for ensuring the effective management and reporting of services across your portfolio, helping to maintain high standards of service quality, performance and governance.
You will work closely with Managers and Senior stakeholders to analyse operational performance, identify trends, manage governance activities and provide recommendations that improve service outcomes.
A significant part of the role involves leading service management reporting activities, including the review and analysis of the department’s performance against targets and SLAs relating to; incidents, service requests, knowledge article