Service Delivery Analyst

Service Delivery Analyst - Investment & Wealth Management - London - 12-months FTC

(Tech stack: IT Service Management, ITIL, Service Governance, Change Management, CAB, Major Incident Management, Problem Management, Service Requests, Identity & Access Management, Continual Service Improvement, Service-Level Management)

Are you an experienced Service Delivery Analyst or IT Service Management professional with a strong understanding of ITIL and a passion for improving the quality and efficiency of technology services? This is an opportunity to take a central role in service governance, major incident management and continual improvement within a sophisticated financial services environment.

Our client is an established investment and wealth management organisation with a substantial UK presence and a technology function supporting a broad range of business-critical services. Within the Service Delivery function, you will work closely with Technology teams, business stakeholders, service partners and the wider group IT organisation to ensure services remain reliable, responsive and continually improving.

You will play a key role in Service Management and Operational Governance, including leading the Change Advisory Board (CAB), acting as Major Incident Manager when required and ensuring incidents, problems, service requests, changes and Identity & Access Management activities are managed in line with established processes. You will also support internal and external audit activity and help maintain strong governance across the IT service lifecycle.

A major focus of the position will be Continual Service Improvement. You will identify opportunities to improve service quality, operational efficiency and the user experience, working with business stakeholders to understand their requirements and running regular service reviews covering performance, issues, improvements and actions.

You will also support change and project delivery, manage joiner, leaver and employee transfer processes, and work closely with the wider group technology function to streamline processes and strengthen collaboration. The role will also provide cover for the Service Delivery & Support Manager, giving you exposure to senior stakeholders and broader service management responsibilities.

The ideal candidate will have demonstrable experience working within an ITIL-aligned organisation, with a strong understanding of service management principles, governance and the IT service lifecycle. You should have practical experience across Incident, Problem, Change, Request and Service-Level Management, alongside excellent stakeholder communication, organisation and customer service skills. Experience within financial services, investment management or another regulated environment will be highly advantageous.

Location: London, UK / Hybrid Working
Salary: £45,000 - £50,000
Hybrid working: 3-days a week in the offices.

Applicants must be based in the UK and have the right to work in the UK, even though hybrid working is available.

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