Operations Analyst - Service Delivery

Academic Posting

We are looking to appoint an Operations Analyst to join our 24/7 Service Delivery to provide world-class customer support to help us make a difference to our planet.

As our Operations Analyst - Service Delivery the job may be suitable for hybrid working, which is where an employee works part of the week in the office and part of the week from home. This is a voluntary, non-contractual arrangement and the location advertised will be your contractual place of work.

Our opportunity is full-time, 37 hours per week, based in Exeter.

World changing work 

From science to technology, from meteorology to management, and from planning to communication, our expertise helps us stand out as the authority on weather accuracy and climate prediction. We help individuals, industries and government to make better decisions to stay safe and thrive. This is the Met Office. This is who we are.

• We’re a force for good - focusing on our environmental and social impact
• We’re experts by nature - always learning and developing to do things better
• We live and breathe it - putting our purpose at the heart of decision-making
• We’re better together - understanding partnerships and inclusivity make us greater
• We keep evolving - pushing boundaries to make tomorrow better for our customers

Your world of expertise 

As our Operations Analyst, you will help deliver a world class customer service using our IT Service Management tool ServiceNow to manage customer interactions via phone and email. Working in this continuously evolving environment, with global customers (both commercial and members of the public) you will tackle a range of questions, which requires you to actively listen, and have a genuine level of empathy in times of distress or frustration.

In this post, you'll play a key role in the Incident Management process, ensuring progression of external customer incidents through to resolution, minimising customer impacts through working closely with IT Operations, Service Management and other support teams to resolve customer issues in a timely manner, ensuring the customer is kept up to date throughout the process.

You will maintain accurate incident records in our IT Service Management tool and keep Service Desk process documentation and knowledge articles up to date. As an escalation point, you'll coach the Service Desk team on complex enquiries. You will monitor commercial file delivery - resolving or escalating transfer issues promptly whilst keeping the customer informed and implementing product changes on operational commercial file delivery systems.

Working patterns

This 24/7 post has a roster pattern which is issued 8 weeks in advance and is typically made up of four 12 hours shifts: Day (7am - 7pm), Day, Night (7pm - 7am) then Night. These four shifts are followed by four days off. This 8-day pattern means your working days are different each week. We aim to give 24/7 shift workers some shorter weekday shifts to attend training, team meetings and pursue personal development opportunities throughout the year. The expectation of at least two days per week in our Exeter headquarters applies to weekday Day shifts, so some weeks may be less than two. The office space is available to you for all your shifts if required.

Your key duties: 

• Helping to manage and resolve operational IT by working closely with our IT Operations and Service Management Teams.
• To handle questions about weather forecasts and climate.
• Manage customer communications during high-impact incidents, collaborating with IT Operations to ensure timely and proactive updates to affected customers.
• Work with the IT Service Management team to ensure accurate Customer Service Demand (CSD) details are captured and updated to ensure operational delivery of service products and data.

Why join us 

Our work is life-changing, often life-saving and always life-enhancing. The Met Office is Great Place to Work UK certified. We are also featured on their ‘Best Workplaces in Tech’ 2023 and 2024 lists, as well as their ’54 Best Workplaces for Women’ 2023 list.

As our Operations Analyst - Service Delivery, your total reward package will be up to £41,734 annually, which includes:

• £28,600 base pay.
• Unsociable Hours Allowances (UHA):
• Shift Disturbance of £1,200 per annum (pro-rated) as an allowance for shift working.
• Hourly Rate of £4.50 per hour for qualifying hours working in unsocial hours (20:00hrs - 06:00hrs and weekends).
• Unsocial hours overtime and bank holiday allowances when applicable.
• An outstanding Civil Service pension, with an average employer contribution of 28.97%.
• Annual Leave starting at 27.5 days (plus Bank Holidays) rising to 32.5 days (plus Bank Holidays) after 5 years and option to buy or sell up to 5 days per year of annual leave.

Essential Criteria, skills and experience: 

• An expert by nature, with experience of providingfirst line IT support. Evidence of working with IT processes within IT Service Management tools and developing them to improve customer experience through continual service improvement. (Lead Criteria)
• Youlive and breathe it, with a proven track record of problem-solving along with a customer focused mindset.
• Able to communicate effectively and empathetically, both verbally and in writing, with a diverse range of internal and external customers, including senior management.
• Ability to work under own initiative and prioritise workload in a fast-paced operational environment, taking ownership of events to ensure quick customer resolutions.
• Team player with a 'better together'ethos, able to actively listen to colleagues, respect and contribute to ideas and aim to continuously improve the way we work together.

The panel may perform a preliminary sift of the lead criteria as indicated above.

If you share our values, we’d love to hear from you! Click apply to begin your application. Please complete your career history and provide evidence against each of the essential criteria in the supporting statement questionnaire. We recommend candidates use the CARL method (Context, Action, Result and Learning) for presenting evidence of experience and skills. 
Closing date is 27th January 2026 with first stage virtual assessments on either the 4th or 5th February 2026. Successful candidates will be invited for a face-to-face interview on either 11th or 12th February 2026. You will hear from us once the closing date has passed. 

Using AI in your application
We welcome applications that use AI tools for support in drafting or refining, as long as they accurately reflect your own skills and experience. All hiring decisions at the Met Office are made by people, not AI. For more details, visit our approach to recruitment.

How we can help
If you have any questions or would like to discuss this opportunity further, please contact us at careers@metoffice.gov.uk.

If you’re considering applying and need support to do so, please get in touch. You can request adjustments either within your application or by contacting us. Should you be offered an interview, please be aware there may be a selection exercise which could include a presentation, written test or a scenario-based activity. You can select in your application to be considered under the Disability Confident Scheme. To be invited to interview/assessment under this scheme, your application must meet the essential criteria for the role.

We understand that great minds don’t always think alike and as an equal opportunities employer we welcome applications from those with all protected characteristics. We recruit on merit, fairness, and open competition in line with the Civil Service Code.

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