Role description summary
The IT Service Management Analyst plays a critical role in ensuring the reliability, efficiency, and financial sustainability of SES's IT services and cloud environments. This role combines IT Service Management (ITSM) analytics with cost optimization practices, transforming operational and financial data into actionable insights.
You will transform service and financial data into actionable insights, monitor the health of IT operations through KPIs, analyze software and cloud usage, and support continuous improvement across core ITSM processes. Working closely with IT, engineering, finance, and external partners, you will help ensure IT services are both operationally robust and cost-effective across the organization.
This role is ideal for a data-driven professional who enjoys improving how IT services are delivered while maintaining strong financial discipline.
Primary responsibilities / Key result areas
- IT Service Management & Performance Analytics
- Collect, analyze, and report on IT service metrics (e.g., SLA compliance, response and resolution times, service availability) to identify trends, risks, and improvement opportunities.
- Assist in the design, development, and maintenance of BI dashboards and ensure dashboards are up-to-date, accurate, and provide meaningful insights to stakeholders.
- Support incident, change, and problem management activities, including meeting preparation, action tracking, and ensuring data quality within ITSM platforms.
- Design and run service-related surveys (e.g., user satisfaction or Copilot surveys), analyze results, and provide actionable insights to improve service quality.
- Coordinate service governance routines and recurring service review meetings with internal teams and operational partners; track service performance, issues, and improvement actions .
- Financial & Cost Management (Supporting Responsibility)
- Analyze IT, software, and cloud cost data (AWS, Azure, GCP) to identify trends, anomalies, and cost optimization opportunities
- Develop and maintain dashboards and reports using Power BI to present clear financial and operational insights to technical and non-technical stakeholders.
- Define, track, and report on KPIs related to service efficiency, usage, and cost management to support informed decision-making.
- Support budgeting and forecasting
- Software & License Management
- Monitor and analyze software license usage (on-prem and SaaS), ensuring compliance with licensing agreements.
- Identify optimization opportunities to reduce software spend and mitigate compliance risks.
- Maintain accurate license entitlement and usage records and provide recommendations to stakeholders.
- Continuous Improvement & Stakeholder Collaboration
- Review existing ITSM and cost management processes to identify inefficiencies and recommend improvements or automation where appropriate.
- Work closely with IT teams to support optimization initiatives and ensure shared understanding of service performance and cost drivers.
Qualifications, Experience & Attributes
- Bachelor's/master's degree in information technology, Computer Science, Data Science, Business Administration or similar; ITIL Foundation certification is a strong plus.
- 2-4 years of experience in IT service management, data analytics or business intelligence, with exposure to change/incident/problem management processes.
- Exposure to FinOps
- Proficiency in Power BI, Power apps and strong Excel skills; experience with service-management platforms (ServiceNow) and license-management tools is advantageous.
- Solid understanding of key ITSM metrics and ability to interpret data trends to drive decisions.
- Strong analytical, organisational and problem-solving skills; able to manage multiple tasks and stakeholders simultaneously.
COMPETENCIES
- Skilled in data analysis, identifying patterns, and delivering clear insights.
- Demonstrated commitment to service quality and continuous improvement.
- Comfortable working cross-functionally and presenting complex information neatly.
- Familiarity with ITIL practices and able to follow and contribute to process documentation.
Other key requirements / comments
- Proactive and self-driven, able to identify and pursue opportunities for operational improvement.
- Willingness to adapt to evolving priorities and dealing with diverse topics.
SES Satellites Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about SES Satellites and has not been reviewed or approved by SES Satellites.
-
Leave & Time Off Breadth — Time off is described as generous, with a global minimum of paid annual leave plus additional volunteering days. Formal leave policies appear consistent across many locations, which strengthens work-life balance.
-
Parental & Family Support — Parental leave is fully paid across maternity, paternity, adoption, and foster care, with added childcare resources and return-to-work support. Family-focused programs extend to adoption assistance and fertility benefits.
-
Healthcare Strength — Health coverage is broad, spanning medical, dental, vision, mental health, disability/life insurance, wellness programs, and specialized offerings like fertility, transgender care, and pet insurance. Many benefits begin promptly upon hire, enhancing perceived coverage strength.
SES Satellites Insights
Similar Jobs
What We Do
Intelsat and SES have joined forces, uniting 100 years of combined innovation and leadership to create the world’s leading space solutions company. As a newly combined company, we bring together talented teams with deep industry expertise to deliver integrated satellite and connectivity solutions for businesses and governments across the globe. With a powerful multi-orbit fleet, an expansive ground network, and strong financial backing, we’re entering an exciting phase of growth, investing in next-generation technologies that will enhance our competitive position in the rapidly-evolving satellite communications landscape For future team members, this means more opportunity, more innovation, and more impact. At SES, you won’t just join a company—you’ll help shape the future of global connectivity.
Why Work With Us
When it comes to your career, you are the author of your own story. At SES, we believe you should have the freedom to drive new opportunities in any direction you want them to go – unlimited by geography, technology or even gravity.
Gallery
