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IS Service Operations Analyst



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Centrica has an exciting opportunity for an IS Service Operations Analyst to join our team in our Staines (West London) offices. In this role you will support the delivery of a subset of Infrastructure services through an outsourced service model.

The IS Service Operations Analyst ensures the Infrastructure services are run optimally against contracted outcomes and any problems with their delivery are identified and resolved, engaging our suppliers and internal IS teams where necessary so that service level agreements and key performance indicators can be met and exceeded.

You will build and maintain positive relationships between the supplier and Centrica to demonstrate effective collaboration and teamwork. Actively works with IS and Business to ensure their business needs are met.

The Role


  • Responsible for a subset of the Infrastructure services through the management of a third party supplier including service level management, risk management, service improvements and issue resolution.
  • Coordination and implementation of a Continual Service Improvement Plan – ensuring proactive focus on increasing the quality or reducing the costs/overheads of the desktop services.
  • Provide a point of contact for the escalation of problems with the delivery of the services from our internal colleagues and challenges facing our suppliers.
  • Participate in Service Reviews and representing the Infrastructure/Application function in key forums
  • Support of the Incident and Problem process
  • Co-ordination of Risks for the Service

The Person


  • Proven experience in service delivery and supplier relationship management within a service frame work including SLA, KPI and OLA management
  • Numerate and has experience of operating within a commercial framework
  • Demonstrable skills in written and verbal communications e.g. able to clearly articulate technical solutions or issues in a clearly understandable and non-technical manner.
  • Ability to engage, build and sustain relationships with internal and external stakeholders to ensure all activity delivers greatest value
  • Relationship building and management with both internal and external customers and partners
  • Positive attitude to developing professional knowledge, expertise and personal skills that lead to increased effectiveness
  • Process driven, structured and analytical approach
  • Understands business criticality and performs impact analysis to make informed decisions
  • Proactive and able to identify and drive ad-hoc and virtual teams.
  • Self-motivated, able to coordinate and manage virtual teams to a common goal with the tenacity to own and drive programmes of work to resolution.

Work Experience

  • Experience of managing vendors operationally and commercially to deliver service
  • Ability to apply broad functional knowledge to complex and diverse issues.
  • Exposure to leading a subset/schedule within contract negotiations
  • Requires a broad understanding of the technologies provided and how they underpin the operations of the business
  • Experience of working within an ITIL based service delivery model
  • Understands business criticality and performs impact analysis to make informed decisions

The Company

Centrica plc, a FTSE 100 company, has operations in UK, North America and Europe. With 30+ million customer-product relationships, Centrica's vision is to become the leading integrated supplier of energy and related services for its chosen markets and maximise value to shareholders. Centrica's brand names include British Gas, Direct Energy (North America). At Centrica, our purpose is to help people today and secure energy for tomorrow.

PLEASE APPLY ONLINE by hitting the 'Apply' button. Please upload your cover letter and CV as one document.

Applications will ONLY be accepted via the ‘Apply’ button.

To request an update on this role, or if you have any problems uploading your CV please email careers@centrica.com typing ‘Update required: IS Service Operations Analyst  R9928003’ in the subject title.

Agencies: Centrica operate a preferred supplier arrangement, however if you wish to be considered at the next review session please submit a brief overview of your capability to PSL@centrica.com