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Position Summary

The Service Improvement Analyst is responsible for the delivery and ownership of Service Improvement activity for Claranet’s Managed Services teams. They will identify underlying issues and work with technical teams to create and implement action plans to reduce both the impact and volume of customer incidents.

Key deliverables

• Manage lifecycle of all service improvement activity with key objective to increase stability of our services and reduce ticket volumes.
• Creation and management of virtual teams that include internal, customer and vendor technical resource.
• Generation of ticket reduction initiatives through trend and pattern analysis of ticket and technical system data.
• Identification of process improvements that increase efficiency of the Incident, Problem and Change processes.

Duties and responsibilities:

• Identify, prioritise and manage Service Improvement activities.
• Build and maintain strong relationships with internal and external stakeholders at the appropriate levels
• Creation of bi-annual improvement plans for Claranets top 20 customers
• Own and report against all activity associated with top 20 improvement plans
• Creation of incident trend reports to assist with identifying and eliminating root causes
• Meet key performance targets for ticket reduction.
• Sourcing, analysing and preparing data visualisations.
• Represent Service Improvement at internal and customer meetings
• Arrange staff training and awareness sessions that support improvements in efficiency and effectiveness of Incident, Change and Problem process.
• Maintain in-depth knowledge of Claranet’s product offerings.

Teams to collaborate with

Portfolio, Alliances and Technology Practices – gain understanding of Claranet’s product portfolio and ensure product issues and improvement opportunities are acted upon.

Customer Success and Growth – review current customer data and update accordingly.

Customer Experience and Managed Services – Work with Managed services technical resource to resolve underlying service issues.

Behavioural competencies – organisational and behavioural fit.

• Strong analytical, problem-solving and critical thinking skills.
• Good written and verbal communication skills with the ability to collaborate with multiple stakeholders.
• Good understanding of IT service management process frameworks
• Learn and adapt quickly to changing situations.
• Self-motivated and able to work under pressure.
• Capable of absorbing data from various sources
• Able to take ownership and solve problems independently
• Manages conflict and challenges in an open and constructive manner.
• Ability to translate technical language into user friendly information.
• Good team worker with the ability to influence Senior Managers
• Highly motivated, pragmatic, and energetic team player, positive, determined and driven with a can-do attitude.

• Experience working in an ITIL environment.
• Previous ISP, Managed Service or Telecoms experience
• ITIL Practitioner: Problem Management

About Claranet

Founded at the beginning of the dot.com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries.

At Claranet, we’re experienced in implementing progressive technology solutions which help our customers solve their epic business challenges. We’re committed to understanding their problems, delivering answers quickly, and making a lasting impact to their business.

We are agile, focused and experienced in business modernisation. Our approach helps customers make genuine, significant shifts in their business strategy, to deliver financial savings, boost innovation, and create a resilient business. We continually invest in our people and the latest technologies, so our customers get peace of mind knowing that they have access to the best talent and services.

In the UK we have over 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers.

Working for Claranet

Here at Claranet we pride ourselves on going the extra mile for and with our employees (yes, we really mean with). We offer an extensive benefits package that you can tailor to your needs, inclusive of a matching contribution pension scheme, healthcare, insurance, dental, discounted gyms and app supported benefit access.

But what we think makes us different is ‘Team Claranet,’ our dedicated internal part of the business that supports you with matters close to your heart. We proudly support local charities in each of our office locations, support employees with paid charity leave, organise key charity fundraising event per year and have a dedicated committee responsible for supporting employee’s fundraising efforts.

Claranet are one of the 10 founding members of TC4RE (Technology Community for Racial Equality.) Being a part of a group of leading UK technology organisations, we are dedicated to building a more diverse and inclusive workforce. We are also very proud members of Tech Talent Charter, a government supported, industry-led membership group created to address the UK’s tech talent shortage and diversity gap through collective action.

Our Vision

Our vision is to become the most trusted technology solutions partner; renowned for being the best and brightest, having lasting impact with our customers and delivering exceptional returns to our stakeholders.