Service Delivery Analyst

Overall Summary
At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don't tick every box. We celebrate diversity and promote inclusivity. Vacancies are available on a part-time, job-share or full-time basis because we know the best person for the job isn't always available full-time. Our aim is to facilitate requests wherever possible and managers will consider requests on an individual basis.
Join the Close Brothers Technology Team where you will support the monitoring of performance of technology functions within ITSS on behalf of the business units to ensure ITSS technology functions are delivering service levels in line with agreed expectations.
Our ideal team member will have previous experience in the collection, validation and analysis of data from numerous sources with excellent customer service skills.
Responsibilities

• To develop and maintain strong and effective relationships with stakeholders within the business units and ITSS
• Accountable for analysing data associated to service delivery from within ITSS and ensuring this is in line with agreed requirements associated to OLA/SLA's
• In collaboration with TPM, monitor external IT supplier performance against contractual KPI's
• Comfortable assessing the status quo, contributing ideas based on data analysis to strategies that will deliver higher levels of customer experience being delivered across ITSS
• Manage expectations of internal stakeholders effectively
• Contributing ideas for continuous improvements which deliver positive impact to colleagues, customers and company – measured by improved service delivery and cost reduction
• Contributor to transformational programmes and wider change initiatives where needed
• Ensure that all Governance, Compliance and Information Security requirements are adhered to.
  

WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE/ARE:

• Service Delivery Analysis exposure gained within a complex business
• Experience of working within the ITIL framework
• Good written and oral communication
• An ability to translate output of data analysis/metrics into meaningful insight
• Able to develop trust and positive relationships with all stakeholders and peers
• Able to easily adapt to changing specifications & needs
• Sound decision making skills
• Exemplary customer service skills
• Excellent analytical skills
  

IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE:

• Exposure within the Financial Services sector
• Experience of working within an IT environment
  

We are an inclusive organisation and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or long-term condition. If you need the job description or application form in an alternative format or would like to discuss the recruitment process with us, please email us at recruit.ssc@closebrothers.com or request a call back.
About Us
At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.
Close Brothers is a leading UK merchant banking group providing lending, deposit taking and securities trading. We employ approximately 3,000 people, principally in the United Kingdom and Ireland. Close Brothers Group plc is listed on the London Stock Exchange and is a constituent of the FTSE 250.
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Our Responsibility - Diversity and inclusion ¦ Close Brothers Group