Senior Service Analyst - Settlements Services

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Senior Service Analyst - Settlements Services

Department: Ops Hub

Employment Type: Permanent - Full Time

Location: London, England, United Kingdom

Reporting To: Service Design Manager

Compensation: GBP 48,000 / year

Description

Contract type: Permanent
Hours: 37.5/week

Salary: circa GBP 48k depending on experience

Location: London

WFH policy: Employees are required to attend the office 2 days/week

Flexible working: Variety of flexible work patterns subject to line manager discretion e.g. Compressed 9-day fortnight.

Reports to: Service Design Manager
Deadline Note: We reserve the right to close the advert before the advertised deadline if there are a high volume of applications.

Role Summary:This position sits in the Settlement Services Team within the Operations Hub. The Senior Service Analyst will play a crucial part in the delivery of the product and services suite for the LCCC. As a Service Analyst, you will focus on designing, planning and optimising settlements services across low-carbon energy schemes, supporting operational delivery and shaping future service models.

Key Responsibilities

• Conduct research and analysis to identify service gaps, issues, and opportunities across settlement services, enabling continuous improvement and enhanced operational performance.
• Lead discovery activities to understand current service value chain, proactively seeking opportunities to refine and optimise service delivery.
• Design and model service processes, workflows, and interactions to optimise operational efficiency. This includes creating user process and journey maps, identifying pain points, and defining needs across people and skills, processes and controls, data and reporting, and systems and tooling to ensure controlled, effective, and auditable operations.
• Evaluate and select service solutions, partners, and vendors aligned with future service needs and evolving operational models.
• Define, monitor, and report on service performance metrics and KPIs to ensure compliance, quality, and optimal service performance.
• Analyse performance data to identify trends, risks, and opportunities for improvement, informing decision-making and service optimisation strategies.
• Manage service risks, issues, and change effectively within a dynamic regulatory and operational environment.
• Conduct regular internal service reviews of key service partners, analysing performance trends, gathering stakeholder feedback, and producing actionable recommendations to improve service outcomes.
• Design, produce, and communicate senior-level internal reporting that provides visibility of strategic initiatives, progress metrics, organisational goals, and key risks to support informed decision-making.
• Define and continuously enhance Problem Management expectations for third-party providers, ensuring effective problem identification, problem control, and error control to minimise recurring incidents and safeguard business outcomes.
• Define and continuously enhance Incident Management expectations for service providers, ensuring incidents are identified, prioritised, communicated, and resolved promptly to reduce business impact and improve operational resilience.

Skills Knowledge and Expertise

Essential:

Frameworks and Tools
You will leverage a range of frameworks and tools to support your work, including:

• Design experience: Design Thinking, Service-Dominant Logic for user-centric and value-driven service creation.
• Analysis experience: SWOT, PESTLE, GAP analysis for identifying strengths, weaknesses, opportunities, and threats.
• Performance tracking experience:
  • KPIs and Metrics: Service availability, incident resolution times, customer satisfaction scores, cost-to-serve, and compliance indicators.
  • Monitoring Tools: Dashboards, reporting systems, and analytics platforms for real-time performance tracking.
  • Feedback Mechanisms: Surveys, Net Promoter Score (NPS), and qualitative feedback loops to measure user experience.

Interpersonal and Analytical Skills

• Strong communication and stakeholder management skills to engage with diverse audiences.
• Ability to facilitate workshops, interviews, surveys, and other techniques to elicit and validate requirements and feedback.
• Analytical skills to synthesise complex data and generate actionable insights.
• Collaborative and creative approach to working in team environments.
• Adaptability to changing needs and priorities in dynamic service contexts.

Desirable:

• Design experience: Design Thinking, Service-Dominant Logic for user-centric and value-driven service creation.
• Modelling experience: Service blueprints, journey maps, and personas for visualising processes and touchpoints is highly desirable.
• Knowledge of service management principles, frameworks, and best practices (e.g., ITIL, COBIT, ISO 20000).
• Understanding of settlement processes and operational delivery within energy markets or similar regulated environments.
• Agile, SCRUM or Lean knowledge or experience.

Employee Benefits

As if contributing to and supporting work that makes life better for millions wasn't rewarding enough, we offer a full range of benefits too. Key benefits that may be available depending on the role include:

• Annual performance based bonus, up to 10%
• 25 days annual leave, plus eight bank holidays
• Up to 8% pension contribution
• Financial support and time off for study relevant to your role, plus a professional membership subscription
• Employee referral scheme (up to GBP 1500), and colleague recognition scheme
• Family friendly policies, including enhanced maternity leave and shared parental leave
• Free, confidential employee assistance, including financial management, family care, mental health, and on-call GP service
• Three paid volunteering days a year
• Season ticket loan and cycle to work schemes
• Family savings on days out and English Heritage, gym discounts, cash back and discounts at selected retailers
• Employee resource groups