Note: This role is ringfenced to a specific group of colleagues. Please only apply if you have already been invited to do so. The Analyst – IT Operations is the operational engine behind the Manager – IT MSP & Security Compliance — executing the day-to-day work of MSP oversight, security-compliance operations, and operational monitoring that keeps the Manager's function running effectively. The role also serves as the Association's in-person IT presence at US office locations, providing physical on-site infrastructure assistance to the infrastructure team when required. Key Responsibilities MSP Operations Support • Support the Manager – IT MSP & Security Compliance in the day-to-day oversight of Managed Service Providers performance. • Monitor MSP service delivery against agreed SLAs, prepare service review data and reporting packs, track open issues and remediation actions, and flag performance trends to the Manager. • Act as an operational point of contact with the MSP on routine delivery matters, escalating to the Manager where required. Security Compliance Operations • Support the Manager in maintaining the Association's security-compliance posture across applicable frameworks (ISO 27001, Cyber Essentials, SOC 2). • Complete vendor and supplier security assessments, gather and organize audit evidence, and track remediation actions within the operational estate. • Assist in preparing for internal and external security audits and producing the compliance documentation the Manager requires. Operational Monitoring & Reporting • Monitor operational systems, dashboards, and service indicators, ensuring the Manager has timely, accurate visibility of operational health. • Track and follow up on incidents, problems, and change records within the MSP-delivered estate. • Produce regular operational reports and maintain accurate records of SLA performance, compliance status, and open actions. Infrastructure Team Support – US Offices • Provide on-site physical assistance to the infrastructure team at US office locations as required. • This covers hands-on tasks — equipment installation, hardware support, cabling, and physical decommissioning — that require an in-person presence and cannot be completed remotely. • Acts as the infrastructure team's on-the-ground resource in the US, coordinating with the Senior Manager – IT Infrastructure & Security on scheduling and priorities. Continuous Improvement & Learning • Identify and recommend improvements to MSP oversight and compliance operations processes. • Keep current with relevant compliance requirements, MSP capabilities, and IT operational best practices. • Complete required training and compliance activities. Knowledge, Skills & Abilities Required: Minimum level of knowledge, skills & abilities required to fulfil the job’s responsibilities. • Strong understanding of Managed Service Provider operations and how to track and report on MSP performance effectively. • Knowledge of security-compliance frameworks (ISO 27001, Cyber Essentials, SOC 2) and practical experience gathering compliance evidence and completing vendor assessments. • Good working knowledge of IT infrastructure and operational services — sufficient to liaise with the infrastructure team and support on-site tasks when required. • Strong organizational skills — able to manage multiple operational workstreams, track actions, and keep the Manager accurately informed. • Comfortable performing physical, hands-on infrastructure tasks at office locations. • Strong communication and reporting skills, with an eye for accuracy and detail. • Able to work independently, prioritize effectively, and act with minimal supervision. • May be required to work outside regular working hours. • This job description reflects the principal accountabilities of the role but is not exhaustive. The post holder may be required to perform other duties as reasonably requested by IT Management. Required Experience, Qualifications & Education: Describe the type of previous work experience required to do the job. · Experience in IT operations, service delivery, or a vendor/MSP management support role. · Proven experience supporting compliance operations or audit evidence gathering within an IT function. · Experience working with or alongside a Managed Service Provider. · Must be able to travel to and work from US office locations when required. Preferred Experience, Qualifications & Education: Describe work experience that is preferred but not required to do the job. · Experience with ISO 27001, Cyber Essentials, or SOC 2 compliance operations. · Microsoft 365 or IT operations certifications. · Experience with physical infrastructure installation and office IT setup.