Job Information
RELX INC Sr Operational Process Analyst in Manila, Philippines
We are seeking a senior Service Management professional to strengthen our UK & Ireland Service Management capability. This role will provide dedicated capacity to support SLA commitments, service performance reporting, and customer‑facing service discussions, particularly during contract renewals and periods of heightened regulatory scrutiny.
The role will be embedded within the UK&I Service Management team, which supports our two high‑availability data platforms. It will act as a senior point of engagement for major clients and account managers and will work closely with stakeholders across Technology, Sales, Product, Client Delivery, Legal, and Service Management to ensure service commitments are clearly defined, measurable, and effectively governed.
The successful candidate will be confident operating at senior level, leading complex discussions, and translating technical service performance into clear, credible service objectives for customers.Key Responsibilities
Service Level & Contract Support
Act as a senior point of engagement with clients on Service Level Agreements (SLAs), supporting contract negotiations, responding to SLA‑related queries, and managing requested amendments to standard contractual terms, including service credit discussions.
Collaborate with technology teams, product owners, and client delivery managers to define and agree non‑standard service levels and response times, ensuring they are operationally viable and clearly documented.
Produce and maintain SLA reporting for clients, including system availability, incident performance, and service compliance metrics.
Work closely with Sales and Legal to ensure SLA positions are clear, consistent, and defensible.
Contribute to the enhancement and ongoing maintenance of the SLA database and the standard SLA query library, ensuring accuracy, consistency, and ease of reporting across the organisation.
Reporting & Analytics
Provide operational support for SLA commitments within customer contracts, including interpretation, tracking, and reporting – Via PowerBI, Sharepoint and Servicenow
Support and Develop Power BI dashboards for SLA reporting, service availability, and performance trends.
Ensure data accuracy, consistency, and suitability for both internal and customer‑facing use.
Identify service risks, trends, and improvement opportunities through data analysis.
Stakeholder & Customer Engagement
Represent Service Management on senior internal and external calls, including challenging or high‑scrutiny discussions.
Clearly articulate service positions and rationale throughout negotiation to internal and external stakeholders.
Explain SLA outcomes and required remediation actions in clear, professional language.
Build credibility and trust with UK&I stakeholders through strong communication consistent delivery.
Service Management Operations
Support Incident and SLA Management processes using ServiceNow.
Ensure SLAs are correctly configured, measured, and reported within ServiceNow.
Apply ITIL / ITIL 4 best practices across service management activities.
Required Experience & SkillsEssential
Bachelor's Degree holder.
Strong, hands‑on experience with SLA management and reporting.
Senior‑level experience in IT Service Management or Service Delivery.
Proven ability to lead and contribute to senior‑level calls with confidence.
Power BI skills, including dashboard creation.
Practical working knowledge of ITIL and ITIL 4 (Incident, Service Level, Continual Improvement).
Strong process documentation skills, including the ability to capture and maintain clear operational procedures and service processes.
Excellent written and verbal communication skills.
Desirable
Experience with contract management, including interpreting service obligations and supporting contract governance and renewals.
Solid experience using ServiceNow or other similar service management tool for incidents, SLAs, and reporting.
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives. e.g., copilot experience, AI agent
Experience working across time zones in a global delivery model.
Experience supporting UK or European customers.
Familiarity with regulatory‑driven service scrutiny (e.g. operational resilience expectations).
Personal Attributes
Confident, credible, and comfortable challenging constructively when required.
Detail‑oriented with strong analytical capability.
Customer‑focused and commercially aware.
Able to work independently while collaborating effectively with distributed teams.
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here (https://www.relx.com/careers/join-us/benefits) to access benefits specific to your location.
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RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.
Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.
Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.