IT Service Delivery Analyst

Michael Page are partnered with a leading Not-For-Profit to support on the recruitment of a proactive, detail-oriented IT Service Delivery Analyst to support the delivery of high-quality IT services, ensuring alignment with SLAs and customer expectations. The role involves incident management, service ownership, and collaboration with technical teams, requiring strong analytical and people management skills.

Client Details

• Michael Page are proud to be partnered with a thriving Not-For-Profit who specialise in delivering outstanding services for NHS patients.
• Following continued investment, and exciting growth, they are now expanding their Birmingham team, and hiring for 2 x IT Service Delivery Analyst roles to join their talented technology function.

Description

The IT Service Delivery Analyst role will be extremely varied, and include the following responsibilities:

• Service Excellence & Performance Monitoring - You'll take ownership of IT service performance by tracking SLAs and KPIs, turning data into actionable insight. You'll produce clear, meaningful reports that highlight trends, pinpoint service gaps, and support the Head of IT in driving improvements.

• Stakeholder & Team Collaboration - You'll be the go-to person for bridging the gap between IT and the wider business. Whether you're coordinating with service desks, internal teams, or external vendors, you'll ensure smooth, timely, and effective service delivery. You'll also keep stakeholders in the loop with clear updates on outages, changes, or performance issues.

• Vendor Oversight & Partnership Management - You'll help manage third-party vendors to ensure they're delivering as promised. You'll monitor performance, address issues, and maintain strong relationships to keep service levels consistently high.

• Process & Documentation Management -You'll ensure that every IT process and policy is clearly documented and regularly updated. You'll also create user-friendly guides that help service desk teams and support staff deliver consistent, reliable service.

• System Innovation & Adoption - You'll be instrumental in driving innovation and adoption of key NHS Out-of-Hours CRM platforms, ensuring these systems are used to their full potential in delivering effective patient care.

Profile

As the successful candidate for the IT Service Delivery Analyst position, you will have the following experience:

• 2-3 years in a hands-on IT service delivery role, with a strong understanding of the importance of reliable, high-quality IT support.
• Experience with ITSM tools like ServiceNow, Jira Service Desk, or similar platforms, and know how to manage workflows efficiently.
• You will have worked with SLAs and know how to keep performance on track - measuring it, improving it, and owning it.
• A solid grasp of IT infrastructure, networks, and application support - you don't need to be an engineer, but you speak the language.
• You're comfortable navigating incident, problem, and change management processes.
• You know your way around basic reporting tools and data analysis, and you can spot trends that lead to smarter decisions.
• Whilst not essential, bonus points if you have a background in NHS patient care - you understand the stakes and why service matters so much in this environment.
• This role includes being on-call remotely during weekends on a rotational basis (1 weekend in 2), ensuring continued support for our services, so you wil be flexible to work to this pattern.
• The role will be hybrid, with 4 days in the office and 1 day remote. You will preferably be based local to Birmingham, and have the ability to drive to two separate Birmingham sites where required.

Job Offer

• Starting salary of £30,000 - £32,000.
• On-Call Allowance.
• Fantastic benefits package, including NHS pension.
• Superb career progression opportunities within a growing, stable Not-For-Profit organisation that is really making a positive difference to people's lives.