Service Delivery Analyst

Service Delivery Analyst

Fantastic opportunity to join a well established team within a vibrant, growing business.

This is a hybrid position that can be based from either of our offices in Peterborough, Chesterfield, Sunderland or Tunbridge Wells.

Role Purpose:

• Supporting Service Operations and the wider business through the management of Service Delivery processes.
• Contribute to the system availability, resilience and stability through troubleshooting and problem analysis of incidents and service events, and governance of the change management process.
• Contribute to a continuous improvement culture to improve practices, knowledge, skills, and processes to increase service levels to customers.
• Provide expertise in technical and operational processes and practices.

Key Accountabilities and Responsibilities:

• Support the Major Incident Management and Problem Management processes to maintain system stability and availability to business needs.
• Champion continuous improvement through learning and root cause analysis
• Undertake service delivery activities with service partners to ensure service levels are maintained.
• Contribute towards developing a collaborative, high performing team.
• Creation of operational reporting, providing trend analysis and insights
• Identify and implement operational process and practice improvements.
• Support the Change Management process/Change Approval Body
• Assist with operational governance and technology audits.
• Develop and maintain system metrics and monitoring.

Skills, Experience and Knowledge Required:

• Working in IT Operations, Incident/Problem and Change Management.
• Analytical mindset and problem solving.
• Ability to master new skills quickly.
• Coordinating & managing operational processes.
• Developing and maintaining metrics and monitoring.
• Strong communication; capable of managing multiple priorities.
• ITIL framework. (Advantageous)
• Confidence to challenge current ways of working. (Advantageous)
• Data analytics and tools such as Excel and PowerBI. (Advantageous)

What we offer in return?

• A collaborative and fast paced work environment
• 25 days annual leave plus of Bank Holidays and the ability to buy an additional five days holiday
• Health Cash Plan
• A benefit scheme that offers discounts and cashback on shopping, restaurants, travel and more
• Life Assurance 4x annual salary
• Hybrid working model- from either of our offices in Peterborough, Chesterfield, Sunderland or Tunbridge Wells