UK

United Kingdom · Technology and data · Senior (5-8 years)

Senior Global IT Operations Analyst

Here is the whole job, in plain words. What it is, what you decide, how you're judged, how people get here and where they go next. Then the part no course gives you: twelve AI tutors who learn your work.

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  • Experience bandSenior (5-8 years)
  • Direct reportsNo direct reports
  • Reports toIT Operations Manager
  • UK framework levelUsually a manager, or the deepest specialist in a team

Also advertised as Senior Operations Engineer · SRE Analyst (Senior) · Technical Operations Lead · IT Reliability Specialist

Built on 43,079 real UK job descriptions we analysed · grounded in what real qualifications cover

Two short quizzes about you

1From this job to a course

The qualifications matched to this job

Pearson BTEC Level 5 Higher National Diploma in Computing for England Pearson Education Ltd · Level 5 · covers 3 of 12 standards
NCC Education Level 5 Extended Diploma in Computing with Data Science NCC Education Limited · Level 5 · covers 1 of 12 standards
NOCN Level 5 Certificate in Productivity Improvement Practice NOCN · Level 5 · covers 1 of 12 standards
Pearson BTEC Level 5 Higher National Diploma in Cloud Computing Pearson Education Ltd · Level 5 · covers 1 of 12 standards
Qualifi Level 5 Extended Diploma in Cyber Security Qualifi Ltd · Level 5 · covers 1 of 12 standards

Matched from the standards this job is measured against: a suggestion, not an official ruling.

The units you would start with

Data Analytics Pearson BTEC Level 5 Higher National Diploma in Computing for England
Introduction to Data Science and Big Data NCC Education Level 5 Extended Diploma in Computing with Data Science
Data Analysis in support of Productivity Improvement Projects NOCN Level 5 Certificate in Productivity Improvement Practice
Software Development Methodologies in the Cloud Pearson BTEC Level 5 Higher National Diploma in Cloud Computing
Incident Response, Investigations and Forensics Qualifi Level 5 Extended Diploma in Cyber Security
Data Management Software Skills AIM Qualifications Entry 3 Diploma in Skills for Working in Business, Administration and Customer Service Industries

The future skills this job leans on

AI Fluency working with AI as a thinking partner
Data Fluency turning numbers into a decision
Automation Fluency building AI into how work runs
Sustainability Fluency building care for people and planet into the work
Systems Fluency seeing the whole picture
Your Plan Illustration

Built for Senior Global IT Operations Analyst

6 units that map to this job, from the qualifications that cover it.

  1. Data Analytics Pearson Education Ltd · covers 3 of 12 standards Level 5
  2. Introduction to Data Science and Big Data NCC Education Limited · covers 1 of 12 standards Level 5
  3. Data Analysis in support of Productivity Improvement Projects NOCN · covers 1 of 12 standards Level 5
  4. Software Development Methodologies in the Cloud Pearson Education Ltd · covers 1 of 12 standards Level 5
  5. Incident Response, Investigations and Forensics Qualifi Ltd · covers 1 of 12 standards Level 5
  6. Data Management Software Skills AIM Qualifications · covers 1 of 12 standards Entry Level
These are the real units behind this job, in the order they rank for it. Nothing here is marked done, because this plan has not been started by anyone yet. Yours would fill in as you go.

2AI and this work

Will AI change your work as a Senior Global IT Operations Analyst?

Nobody can say exactly how. Here is what this job is being asked for next, and where to start.

The new skills this role is being asked for

  • Advanced AIOps & Observability Engineering
  • Cloud Native Architecture & Kubernetes Operations
Why each one is rising

The future skills this job leans on

We'll only ever tell you what we can actually back up. No hype, no scare tactics.

What happens when you start

Next, a free account. We build your Senior Global IT Operations Analyst plan as you set up, starting with the free Automation Fluency module. No card.

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Keep this read. One email with what AI is changing in this job, the new skills it asks for and where to start free. Nothing else follows unless you confirm your address.

3What this role really is

This job involves keeping global IT systems running and fixing problems before they cause damage. You lead the response when critical issues hit, work out what caused them, and help stop them happening again. You also share what you know with newer team members.

4What you'd actually use

The tools this job runs on, and how well you'd need to know each one.

Datadog / New Relic / Splunk (Monitoring & Observability) Advanced

Building custom dashboards, configuring complex alerting (synthetic tests, APM traces), writing advanced Splunk queries (SPL) to troubleshoot issues, and identifying trends.

ServiceNow (ITSM, ITOM) / Jira Service Management Advanced

Designing workflows, configuring automation rules, leading P1/P2 incident management, presenting changes to the CAB, and managing the CMDB. You'll be a power user.

AWS / Azure / GCP (Cloud Infrastructure) Advanced

Implementing Infrastructure as Code (Terraform, CloudFormation), managing auto-scaling groups, analysing cloud cost anomalies, and performing advanced troubleshooting using cloud consoles and CLI.

PowerShell / Python (Boto3, Fabric) / Ansible (Automation & Config Mgmt) Advanced

Writing new automation scripts, creating Ansible playbooks to standardise server configurations, and automating incident response actions. You're turning manual tasks into code.

Confluence / Slack / MS Teams (Collaboration & Docs) Advanced

Authoring and maintaining critical runbooks, knowledge base articles, and post-mortem documents. Managing Slack integrations (e.g., PagerDuty bots) and leading incident channels.

Anaplan / Tableau Server (Executive & Planning) Intermediate

Providing data inputs for budget and capacity planning, and building operational dashboards in Tableau to report on uptime, MTTR, and project status for management.

5What you get to decide, and how that grows

Power in a job isn't your title. It's what you're allowed to decide. Here's how it grows as you move up.

The choiceComing in Where you are nowThe step above
Incident Resolution Strategy (P1/P2) Executes defined runbook steps, escalates when deviation is needed or issue is novel. Independently selects and executes appropriate runbook, may adapt steps for minor variations, escalates novel issues. Leads the technical decision-making during the incident, chooses the overall resolution strategy, and authorises non-standard actions if necessary to restore service. You're the one calling the shots on the technical side.
Problem Root Cause Identification Assists in data collection for RCA, identifies obvious symptoms. Conducts initial RCA, identifies primary contributing factors, proposes basic preventative actions. Owns and drives the full RCA process, identifies complex underlying causes, and proposes robust, long-term preventative solutions. You're the forensic expert here.
Automation Script Design & Implementation Runs pre-written scripts, makes minor modifications under supervision. Writes new scripts for routine tasks, tests and deploys with manager review. Designs and implements significant automation solutions for complex operational workflows, including error handling and logging. You're building the tools that make our lives easier.
Changes to Operational Procedures/Runbooks Follows existing runbooks, suggests minor edits to supervisor. Updates existing runbooks for routine tasks, drafts new ones for manager review. Authors and approves significant updates to critical runbooks, designs new operational procedures, and ensures they align with best practices and team standards. You're the guardian of our operational playbooks.

6How you'll be judged

The scoreboard, and what is not on it. The hard targets, how often each is actually looked at, and the quiet signals that never reach a dashboard.

MTTR Reduction (P1/P2 Incidents)
Mean Time To Resolution for high-priority incidents. This is how quickly we get things back to normal when they've gone really wrong.
Target · Decrease by 15% year-on-year

If our average P1 resolution was 60 minutes last year, we're aiming for 51 minutes this year. You'll be a key part of driving that down.

Recurring Incident Reduction
The number of times the same or similar incident happens again after a fix. We want to stop the same problems from hitting us repeatedly.
Target · Reduce by 25% year-on-year through effective problem management

If we had 4 outages due to a specific database connection issue last quarter, we'd want that down to 3 or fewer this quarter because you've found and fixed the root cause.

Automation Delivered
The amount of manual, repetitive 'toil' that you've managed to automate away, freeing up time for more strategic work.
Target · Automate >50 hours per month of manual tasks

You've written a PowerShell script that automatically restarts a common service and sends a confirmation, saving 10 minutes every time it happens, which adds up to hours over a month.

Change Success Rate
The percentage of planned changes (updates, deployments, configuration tweaks) that go through without causing an incident or rollback.
Target · >98% success rate

If you've overseen 50 changes in a month, no more than one should have caused an unexpected issue. Getting this wrong can cause major outages.

Quality of Root Cause Analysis (RCA)
How thoroughly you investigate incidents, identify the true underlying causes, and propose robust preventative actions. It's not just about fixing it, it's about learning from it.
  • Post-mortem documents are comprehensive, blameless, clearly identify contributing factors, and lead to concrete, actionable improvements. Your RCAs are rarely challenged by senior engineers.
Mentorship and Knowledge Transfer
How effectively you guide and upskill junior team members, sharing your expertise and helping them develop their problem-solving skills.
  • Junior analysts proactively seek your advice. They show measurable improvement in their incident handling and technical skills. You're seen as a go-to person for complex technical questions.
Proactive Problem Identification
Your ability to spot potential issues before they become full-blown incidents, often by noticing patterns in monitoring data or system behaviour.
  • You frequently raise potential risks or anomalies to the team, often leading to preventative work. You're not just reacting
  • you're anticipating.
Stakeholder Communication During Incidents
Your ability to clearly and calmly communicate technical issues, impact, and resolution progress to both technical and non-technical audiences during high-stress situations.
  • Feedback from incident managers and business stakeholders consistently praises your clarity and composure. You avoid jargon when talking to non-technical people, but can deep-dive with engineers.

7Would you like it

Both sides. What people enjoy, and what grinds them down.

What people enjoy
Solving Complex Puzzles

You'll get a real kick out of untangling a gnarly system issue, piecing together clues from different monitoring tools, and finally pinpointing the obscure root cause that no one else could find. That 'aha!' moment is what drives you.

Spending an afternoon correlating logs from three different services and two cloud providers to finally understand why a specific API call was failing intermittently.

Making Things More Robust

You're not just interested in fixing the immediate problem; you want to make sure it never happens again. Automating away repetitive tasks or hardening a system against future failures gives you a deep sense of satisfaction.

After resolving a critical incident, you spend time writing a new automation script or improving a runbook to prevent a recurrence, feeling proud of the long-term impact.

Being the Go-To Expert

You enjoy being the person others turn to when they're stuck. Sharing your knowledge, mentoring junior team members, and leading the charge during incidents is genuinely rewarding for you.

A junior analyst comes to you with a tricky problem, and you guide them through the troubleshooting steps, seeing them 'get it' by the end of the conversation.

What frustrates people
  • The 3 AM PagerDuty alert for a critical system that turns out to be a monitoring glitch or a non-production environment issue – honestly, it happens more than you'd think.
  • Dealing with 'Cowboy Deploys': when a development team pushes an undocumented, untested change at 4:55 PM on a Friday, then logs off as the system begins to crash.
  • Blame Deflection: being held accountable for application performance issues when the root cause is clearly inefficient code, but you can't prove it without APM tools the company won't pay for.
  • Documentation Debt: trying to troubleshoot a legacy system using a 'runbook' that hasn't been updated in five years and was written by someone who left the company three years ago. It's a nightmare.
  • The 'Urgent' Request: having your planned automation work constantly derailed by 'urgent' manual tasks from stakeholders who failed to plan ahead, meaning your strategic work gets pushed back.
  • War Room Politics: trying to troubleshoot a technical issue while VPs on the bridge call are demanding constant ETAs and asking 'Is it fixed yet?' every five minutes. It's distracting and unhelpful.
What this role does not give you
  • A predictable 9-to-5 schedule – incidents don't care about your weekend plans.
  • A quiet, uninterrupted environment for deep work – you'll often be in the thick of it, responding to alerts and coordinating.
  • Guaranteed visibility for every piece of work – some of your best problem-solving will happen behind the scenes, preventing issues before anyone even knows they exist.

8Who you work with

You'll directly influence the reliability and availability of our core IT services, which underpins everything from customer transactions to internal productivity. Your ability to quickly resolve incidents and prevent recurrence has a direct impact on revenue protection and overall operational efficiency. Frankly, if you're not doing your job, the business stops.

Inside the business
  • IT Operations Manager and wider IT Ops team
  • Development and Engineering teams (for incident resolution and problem management)
  • Product Management (for understanding system impact)
  • Security Operations (for incident response coordination)
  • Service Desk (for escalation and knowledge sharing)
Outside the business
  • Key vendors (e.g., cloud providers, ITSM platform support)
  • External auditors (occasionally, for compliance checks)

9What you need before you start

Not a wish list. The things you would be expected to already have.

  • Proven experience (roughly 5+ years) in a hands-on IT Operations or SRE role, dealing with complex, distributed systems.
  • Demonstrable experience leading incident response for P1/P2 issues and conducting thorough Root Cause Analysis.
  • Solid scripting skills in PowerShell or Python, with a track record of automating operational tasks.
  • Strong understanding of at least one major cloud platform (AWS, Azure, or GCP) and its core services.
  • Experience working with ITSM platforms like ServiceNow, including workflow design and change management.
  • A track record of mentoring junior team members or leading small technical initiatives.

10What to practise next

Where the job is going, and what to do about it starting this week.

Advanced Infrastructure as Code (IaC) & GitOps

Manual infrastructure changes are slow, error-prone, and don't scale. Everything is moving towards defining infrastructure in code and managing deployments through Git (GitOps). You'll need to be able to write, review, and manage complex Terraform or CloudFormation templates, and understand how to manage infrastructure changes through pull requests.

Terraform modules and state management · Idempotency and desired state configuration · Git branching strategies for IaC · Automated testing for infrastructure code · Integrating IaC with CI/CD pipelines

  • This month: Get comfortable writing complex Terraform configurations for cloud resources.
  • Next quarter: Learn how to manage Terraform state and use remote backends.
  • Month 4-6: Contribute to our existing IaC repositories, reviewing pull requests and proposing improvements.
  • Month 7-9: Design and implement a new infrastructure component entirely through IaC and GitOps principles.

Quick win: Start by automating the deployment of a simple cloud resource (e.g., an S3 bucket or an EC2 instance) using Terraform.

11Staying current once you are in

What people here do to keep up
  • Regularly participate in industry forums and communities (e.g., DevOpsDays, SREcon, local meetups) to stay current with trends and network.
  • Contribute to open-source projects, especially those related to automation, monitoring, or cloud tooling.
  • Attend webinars and online courses on emerging technologies like AIOps, serverless computing, or advanced cloud security.
  • Actively seek out opportunities to mentor junior colleagues and share your knowledge within the team.
  • Present on technical topics internally or at local user groups – it's a great way to solidify your understanding and build your profile.

12The rising capability

The rising capability

Zavmo analysis

What's rising in its place

This is where the work is heading, and the higher pay with it. Get fluent here and the shift stops being a threat and starts being your edge.

Advanced AIOps & Observability Engineering

Our systems are getting more complex, and the sheer volume of data from monitoring tools is overwhelming. Simply reacting to alerts isn't enough anymore. We need to use AI to predict issues, correlate events across disparate systems, and move towards truly proactive operations. Competitors are already using this to reduce downtime significantly.

  • Event correlation and root cause inference using m
  • Predictive analytics for capacity planning and ano
  • Automated remediation triggered by AIOps insights
  • Building custom machine learning models for specif
  • Integrating AIOps platforms with ITSM and automati

Cloud Native Architecture & Kubernetes Operations

More and more of our applications are moving to containerised, cloud-native architectures, often running on Kubernetes. Understanding how to operate, troubleshoot, and secure these environments is becoming absolutely essential. If you don't know Kubernetes, you'll struggle with our future stack.

  • Kubernetes core concepts (Pods, Deployments, Servi
  • Containerisation with Docker
  • Observability in Kubernetes (Prometheus, Grafana,
  • Troubleshooting common Kubernetes issues (pod cras
  • Helm charts for application deployment and managem

13What you’ll use

What you’ll use

Skills this role draws on

Technical

  • ITIL Framework (Incident, Problem, Change, Configuration Management)
  • SRE Principles (SLOs, SLIs, Error Budgets)
  • Root Cause Analysis (RCA) Techniques
  • Disaster Recovery (DR) & Business Continuity (BCP)
  • Cloud FinOps (Cost Optimisation)
  • AIOps Concepts (Predictive Analysis)

14The pathway

The pathway

How you actually get there, here

How you become one varies far more by country than what one does. This is the UK route. Most people take one of these ways in; the right one depends on where you're starting from.

  1. 1

    IT Operations Analyst (Level 2)

    2-3 years

    Skills to master

    • Independent incident resolution, basic automation scripting, effective problem identification, and strong adherence to ITIL processes. You'd be owning specific systems and proving your reliability.

    You're ready to move on when

    • Consistently resolves L2 incidents without supervision.
    • Has successfully automated several routine tasks.
    • Contributes high-quality documentation and runbook updates.
    • Receives positive feedback from peers and manager on reliability and initiative.
  2. 2

    System Administrator / Cloud Engineer

    3-5 years

    Skills to master

    • Deep expertise in specific operating systems or cloud platforms, infrastructure as code, network fundamentals, and security best practices. You'd be coming in with a strong infrastructure background.

    You're ready to move on when

    • Proven ability to manage and troubleshoot complex server or cloud environments.
    • Strong scripting skills (e.g., Python, Bash) for automation.
    • Experience with configuration management tools like Ansible or Puppet.
    • Demonstrated understanding of networking and security principles.
  3. 3

    Technical Support Engineer (L3)

    4-6 years

    Skills to master

    • Advanced troubleshooting skills, deep product knowledge, excellent customer communication, and experience with complex ticket management. You'd be used to resolving tricky issues that others can't.

    You're ready to move on when

    • Consistently resolves the most challenging customer issues.
    • Acts as an escalation point for junior support staff.
    • Strong ability to diagnose and resolve issues across multiple technical domains.
    • Proactive in identifying and documenting solutions for known problems.

15Where this role leads

The long view: This work can lead to managing a team of analysts as an IT Operations Manager, or setting direction for a whole IT Operations function as a Director.

The ten Future Fluencies

Zavmo analysis

The credential is what you can do today. These are what keep you valuable.

A qualification proves you can do the job as it's defined today. These ten are what decide whether you're still the obvious person for it in five years. They're the capabilities employers are now writing into senior roles faster than people are learning them. Zavmo weaves them through whatever you study, so you come out with both: the credential and the fluency.

The highlighted ones are the Fluencies your role leans on hardest, from how Senior Global IT Operations Analyst is actually changing.

Where it leads

Roles this leads to

The record names a next step, but the catalogue has no page for it yet:

  • Lead IT Operations Analyst / Staff SRE (Level 4)
  • Principal SRE / IT Operations Architect (Individual Contributor)

How you would learn this

One to one, on the work you already do

A tutor sets the task against your own job and marks the reasoning, at your pace. There is no cohort to fall behind.

A lesson from Data Analytics, worked against Senior Global IT Operations Analyst.

Data Analytics Level 5

Applied to your work in Senior Global IT Operations Analyst

The objective of this unit is to enable learners to understand and apply data analytics techniques for decision-making. Learners will be able to apply descriptive, predictive, and prescriptive analytic methods, utilising statistical methods, to convert raw data into actionable insights and determine the best course of action.

How the thinking builds
  1. 1 Remember
  2. 2 Understand
  3. 3 Apply
  4. 4 Analyse
  5. 5 Evaluate
  6. 6 Create
An illustration of a Zavmo lesson, built from this role’s own route. The unit, its objective and every criterion above are the awarding body’s own words, not an example.

It is £70 a month, billed monthly. Your free first module is Future Fluency, and you can cancel any time.

See Your Progress Grow Illustration
Senior Global IT Operations Analyst
  • ITIL Framework (Incident, Problem, Change, Configuration Management)
  • SRE Principles (SLOs, SLIs, Error Budgets)
  • Root Cause Analysis (RCA) Techniques
  • Disaster Recovery (DR) & Business Continuity (BCP)
  • Cloud FinOps (Cost Optimisation)
  • AIOps Concepts (Predictive Analysis)
This is your Mind Palace on learn.zavmo.ai. Every skill above comes from this role's own record, not an example borrowed from another job. A node lights up when you evidence it, and what you build stays yours between jobs. That is the part a course cannot do.

16The detail, folded away

Everything else the record holds

The career branches in full, how AI is already showing up in the day-to-day, and the questions people ask about this job. Here when you want them, out of the way while you decide.

Where it leads next, rung by rung

Where it leads

The career path, and where it branches

Senior Global IT Operations Analyst is a start, not a ceiling. Each step below asks for new skills and hands back more autonomy.

  1. Lead IT Operations Analyst / Staff SRE (Level 4)

    3-5 years from Senior

    You'd move from leading incidents to designing the entire monitoring and observability strategy for a major service. You'd be accountable for the reliability of a significant part of our infrastructure, leading complex problem-solving efforts, and potentially managing a small team of engineers.

    • Architecting enterprise monitoring solutions (e.g., multi-cloud observability)
    • Defining and enforcing SRE principles across multiple teams
    • Designing and implementing large-scale automation frameworks
    • Leading complex disaster recovery planning and testing

  2. Principal SRE / IT Operations Architect (Individual Contributor)

    4-6 years from Senior

    This is a deep technical path. You'd become the ultimate technical authority on operational reliability, designing and implementing enterprise-wide operational architectures, setting technical standards, and solving the hardest, most ambiguous problems. No direct reports, but massive technical influence.

    • Designing highly available and fault-tolerant systems from the ground up
    • Evaluating and selecting cutting-edge operational technologies
    • Developing long-term operational roadmaps and strategies
    • Driving innovation in AIOps and automation across the organisation
Working with AI on the job

Working with AI

Where AI is starting to help

Imagine having a super-smart assistant that handles the grunt work, leaving you free to tackle the really interesting, complex challenges. That's what AI can do for you as a Senior Global IT Operations Analyst.

The truth is, a lot of IT operations involves sifting through mountains of data, repetitive tasks, and drafting reports. AI isn't here to replace you; it's here to make you incredibly more productive, helping you spot issues faster, automate more, and focus on strategic problem-solving. Here's how it'll change your day-to-day:

Automated Incident Triage

Use AI to analyse incoming alerts and tickets, automatically categorising them, assigning priority, and routing them to the correct on-call analyst. It can even link new incidents to existing problems, saving you precious minutes when every second counts. No more manually sifting through the noise.

Predictive Anomaly Detection

Leverage AIOps platforms (like Datadog Watchdog or New Relic Lookout) to analyse millions of metrics in real-time. This helps identify subtle deviations from normal patterns that often precede a major outage, letting you catch issues before they become P1 incidents. Imagine preventing an outage before anyone even notices a problem!

Intelligent Knowledge Base Search

During a high-pressure incident, use an AI-powered search tool to instantly query years of Confluence pages, past incident tickets, and vendor documentation. This slashes research time, helping you find relevant solutions or similar past events in seconds, not minutes. It's like having a perfect memory for every past fix.

Post-Mortem Report Generation

Use an AI assistant to draft the initial post-mortem (RCA) report. It can automatically pull the incident timeline from Slack, summarise key alerts from Datadog, and even structure the document around the '5 Whys' framework. This automates the painful documentation process, freeing you up to focus on the actual preventative actions.

Common questions

Common questions

How do you become a Senior Global IT Operations Analyst?

Common routes in include IT Operations Analyst (2-3 years), System Administrator / Cloud Engineer (3-5 years) and Technical Support Engineer (4-6 years). Times vary with prior experience.

Where can a Senior Global IT Operations Analyst progress to?

This role can lead on to Lead IT Operations Analyst / Staff SRE (3-5 years from Senior) and Principal SRE / IT Operations Architect (Individual Contributor) (4-6 years from Senior), depending on the skills you build.

What new skills matter most for a Senior Global IT Operations Analyst?

Increasingly, Advanced AIOps & Observability Engineering and Cloud Native Architecture & Kubernetes Operations. These are the skills our record of this role lists as growing.

Free tools

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Three free tools, no account needed. Each one ends with a role, a level and a way in.

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17Where to go from here

Other roles at Level 5

Same depth of qualification, different job. Useful if the work appeals but this particular role does not.

 More jobs in technology and data

Stay in the field you know and move sideways rather than up.
If you leave this industry

Skills in incident management, cloud operations, automation and problem solving transfer well. This can lead to broader SRE roles, cloud architecture, DevOps leadership, or product management for operational tools in other technical sectors. Expertise in keeping systems running is useful in most technical fields.

This role profile is © 2026 Growth Engineering Technologies Ltd. Built from UK occupational standards and regulated qualification data, and written for Zavmo.

You're not behind. You're right on time. The shift is only just beginning. Your role won't look the same in two years. Be the one who leads the change, not the one it happens to. Start my free Automation Fluency module What happens next: a free account, then we build your plan as you set up. No card. Build your plan, see your roadmap and meet the twelve tutors matched to you. All free. When you're ready to start learning, it's £70 a month, billed monthly. Cancel any time and billing stops.