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Service Operations Analyst

Contract type: Permanent

Category: Technology

Location: Dunstable

This is a vital role in our Service Ops team - we are looking for someone with a passion for data and reporting.

Service Operations Analyst


Location: Dunstable (2 days a week). 


Salary: £35k - £39k + up to 10% bonus + Healthcare


The Service Operations Analyst is a key role within the Service Operations function to support the day-to-day running and governance of the wider IT service processes and reporting. The goal is to drive top line sales through an effective pricing strategy, whilst leading the menu management process to ensure we have the right range of great tasting food that our guests will love.

 What you’ll be doing:


  • Influence and improve guidelines, processes, and behaviours to mature processes and controls. Support management and improvement of central/repositories & process (e.g., service lifecycle via the Service Catalogue).
  • Work with Service Management, Service Operations and Suppliers to implement service improvements and minimise functional issues and disruptions.
  • Manage suppliers in the provision of the service/changes.
  • Finances: working within IT Service Operations, supporting the raising of, and managing POs, improving, and simplifying approach. Provide a central view to support planning and efficiency targets with knowledge of services/costs across the service portfolio.
  • Reporting: supporting current reporting, developing, and improving and checking quality of inputs/outputs to various stakeholders & audiences (e.g., Exec forums, IT Leadership meetings etc). Working to improve insight and reporting across all services.


 What you’ll need:

  • Good understanding of common Service reporting & controls requirements.
  • ServiceNow experience (Nice to have)
  • Demonstrable, working knowledge of ITIL Service processes and Supplier Management frameworks.
  • Strong written/reporting communication skills with a proven ability to create valuable outputs for both Business and IT stakeholders.
  • Good interpersonal and influencing skills to improve processes with internal teams and suppliers.
  • Strong analytical, data processing and problem-solving skills.


In Return, We Will Offer You:

  • An annual Whitbread Performance incentive worth up to 10% of base salary
  • An optional contributory pension matched up to 10%
  • BUPA healthcare
  • Up to 60% discount on Premier Inn stays and a regular 25% discount in our Restaurant brands
  • Access to Whitbread’s Save As You Earn scheme, with a fantastic 20% discount on Whitbread shares
  • Recognition for service anniversaries, starting from 1 year
  • Access to a range of discounts from everyday brands
  • Charity donations through our Give and Match and Raise and Match schemes
  • A collaborative work culture that focuses on enabling your success and continuing your personal development
  • Hybrid working and a genuine flexible working policy



We believe that everyone is unique and there should be no barriers to entry and no limits to ambition. We are committed to being an inclusive organisation that values diversity and welcome your application whatever your background or situation.

Under-represented groups such as women, ethnic minorities, people with disabilities & members of the LGBTQ+ community (those who identify as lesbian, gay, bi, trans, and non-binary or those who use a different LGBTQ+ term), are strongly encouraged to build a career with us. We are open to part-time and flexible working and, where possible, will try to support this.

Job ref: 806579-1629
Advertised: 16 May 2023

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A new kind of hotel for Premier Inn

A new kind of hotel for Premier Inn

The first ZIP will be opening in Cardiff March 2019, with more coming soon. Keep your eyes peeled for a ZIP near you.