Service Analyst

We’d all like amazing work to do, and real work/life balance. That’s waiting for you right here. Supply Chain and Logistics is the engine room that gets thousands of products from farms and factories, through the business and to millions of customers every day. We plan around everything from barbecue weekends to Sunday roasts, supporting those who want oven-ready cauliflower cheese and those who prefer to make it from scratch. Insight and data are everything. But so is judgement — when there’s an issue or ambiguity anywhere, we’re often the first to spot it. There’s a big transformation underway. It calls for people who champion change, bring others with them, and collaborate and communicate. Because those people can go a very long way here.

In a nutshell

The Supply Chain Service Analyst acts as the primary link between supply chain system users and the technical teams who support those applications. The role ensures smooth day-to-day operation of supply chain systems by driving timely resolution of issues, maintaining clear communication with users, and identifying opportunities to improve processes and system performance.

What I am accountable for

• Issue Resolution & Support
• Act as first point of escalation for systemic supply chain system issues.
• Challenge technical teams to ensure timely and effective resolution of incidents.
• Monitor service performance, ensuring service-level agreements (SLAs) are met.
• User Engagement & Communication
• Provide regular updates to supply chain users on issue status, resolution timelines, and system performance.
• Translate technical updates into clear, user-friendly communications.
• Capture user feedback to inform continuous improvement initiatives.
• Process & Continuous Improvement
• Identify recurring issues and work with stakeholders to address root causes.
• Proactively spot opportunities for process and system optimisation and work with Optimisation analysts to land
• Support implementation of enhancements, ensuring changes deliver measurable benefits to supply chain operations.
• Collaboration & Governance
• Act as a bridge between supply chain, IT, and third-party vendors where relevant.
• Contribute to governance forums, reporting on service performance and improvement initiatives.
• Ensure alignment of system support with business priorities and operational needs.

What I need to know

Essential

• Strong understanding of supply chain processes and supporting systems (e.g., ERP, planning, logistics, procurement tools).
• A sharp detail focus and an ability to distil information from multiple sources to perform diagnostics.
• Proven experience in service management, application support, or supply chain operations.
• Ability to translate business needs into technical requirements and vice versa.
• Excellent communication, stakeholder management, and influencing skills.
• Problem-solving mindset with a track record of driving continuous improvement.
• Ability to handle large amounts of complex information and distil this into compelling and easy to understand messages that stay focused on the big picture.
• A deep understanding of business service models and frameworks.

Desirable

• Familiarity with IT service management frameworks (e.g., ITIL)

We are committed to being a truly inclusive retailer so you’ll be welcomed whoever you are and wherever you work. Around here, there’s always the chance to try something new — whether that’s as part of an evolving team or somewhere else across the business - and we take development seriously and promise to support you. We also recognise and celebrate colleagues when they go the extra mile and, where possible, offer flexible working. When you join our team, we’ll also offer you an amazing range of benefits.

Here are some of them

Starting off with colleague discount, you'll be able to save 10% on your shopping online and instore at Sainsbury's, Argos, TU and Habitat, and we regularly increase the discount to 15% at points during the year. We've also got you covered for your future with our pensions scheme and life cover. You'll also be able to share in our success as you may be eligible for a performance-related bonus of up to 10% of salary, depending on how we perform.

Your wellbeing is important to us too. You'll receive an annual holiday allowance and you can buy up to an additional week's holiday. We also offer other benefits that will help your money go further such as season ticket loans, cycle to work scheme, health cash plans, salary advance (where you can access some of your pay before pay day) as well access to a great range of discounts from hundreds of other retailers. And if you ever need it there is also an employee assistance programme.

Moments that matter are as important to us as they are to you which is why we give up to 26 weeks’ pay for maternity or adoption leave and up to 4 weeks’ pay for paternity leave.

Please see www.sainsburys.jobs for a range of our benefits (note, length of service and eligibility criteria may apply).