IT Service Delivery Analyst
SKILLS
FULL DESCRIPTION
IT Service Delivery Analyst
[Employer hidden — sign up to reveal] is hiring an IT Service Delivery Analyst to join their IT team in Walsall. This full-time, permanent role offers hybrid working and a salary up to £35,000 plus benefits.
About the role...
We are currently recruiting for an IT Service Delivery Analyst vacancy within our IT team. The role is based from our Customer Support Centre in Walsall and offers the opportunity for hybrid working.
The IT Service Delivery Analyst will support the Senior Service Delivery Manager in the delivery and continual improvement of IT services for customers and colleagues. The role will monitor and manage supplier performance, ensuring KPIs and SLAs are achieved, and address underperformance.
Using ITIL frameworks, the IT Service Delivery Analyst will lead and coordinate IT Change and Problem Management activities. Responsibilities will include coordinating and communicating change programmes, facilitating Change Approval Board meetings, supporting root cause analysis for recurring issues and driving process improvement implementation.
Why choose us?
- Professional development: A comprehensive induction plan and the opportunity to complete in-house development programmes.
- Bonus Potential: Unlock the possibility of earning additional bonuses.
- Free On-Site Parking: Enjoy the convenience of free parking.
- Onsite Coffee Lounge: Take advantage of our onsite coffee lounge.
- Exclusive Store Discounts: Receive a 10% discount on most in-store purchases.
- Family-Friendly Benefits: Designed to support your and your family’s needs.
- My Staff Shop: Gain exclusive discounts through our portal.
- Life Assurance Cover: Enjoy peace of mind with life assurance cover.
- Health & Wellbeing Programme: Employee assistance programme.
- Generous Holiday Allowance: Starts with a generous leave entitlement that increases by one day each year (up to 33 days), with option to buy additional holiday.
- Pension Scheme: Contributory pension scheme.
Your Impact and Responsibilities…
- Support the delivery and continual improvement of IT services.
- Support the Service Delivery team as operational point of contact for suppliers.
- Promote ITIL aligned best practice across Technology.
- Monitor and report on supplier performance against SLAs and OLAs.
- Support PO requisitions and financial tracking.
- Support Incident, Change, Knowledge and Problem Management activities, including RCA and major problem support.
- Maintain ITSM documentation, SLAs, KPIs and Service Catalogues.
- Assist with mitigating and managing service risks, escalations and stakeholder communications.
- Support continual service improvement initiatives.
- Support the transition of new and existing services and suppliers into BAU support.
Skills and Knowledge…
- Strong Service Management knowledge with the ability to manage and challenge IT suppliers.
- Awareness of ITIL practices, particularly Incident, Change and Problem Management.
- Working knowledge of SLAs, KPIs and service metrics.
- Experience managing services and suppliers in a live operational setting.
- Experience supporting Change Management processes, including risk and impact assessment and participation in CAB.
- Experience with Problem Management, including RCA, trend analysis and reducing recurring incidents.
- ITIL V3/V4 Qualification (advantageous).
We reserve the right to close this vacancy early if we receive a high volume of applications. Please submit your application as early as possible.