IT Service Delivery Analyst
SKILLS
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IT Service Delivery Analyst
[Employer hidden — sign up to reveal] is seeking an IT Service Delivery Analyst for its Head Office in Walsall. This is a full-time, permanent role offering hybrid working, with 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. We uphold three core behaviours that guide all our actions: Love Our Customers, Care for Our Colleagues, Protect Our Pounds/Euros.
Why choose us?
- Professional development: comprehensive induction and in-house development programmes
- Bonus Potential
- Free On-Site Parking
- Onsite Coffee Lounge
- Exclusive Store Discounts (10% off)
- Family-Friendly Benefits
- My Staff Shop portal discounts
- Life Assurance Cover
- Health & Wellbeing Programme
- Generous Holiday Allowance (increasing each year up to 33 days, plus birthday off)
- Pension Scheme
Your Impact and Responsibilities…
- Support the delivery and continual improvement of IT services
- Act as operational point of contact for suppliers
- Promote ITIL aligned best practice
- Monitor and report on supplier performance against SLAs and OLAs
- Support PO requisitions and financial tracking
- Support Incident, Change, Knowledge and Problem Management activities
- 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 transition of services into BAU support
Skills and Knowledge…
- Strong Service Management knowledge
- Awareness of ITIL practices
- Working knowledge of SLAs, KPIs and service metrics
- Experience managing services and suppliers in a live operational setting
- Experience supporting Change Management processes
- Experience with Problem Management, including RCA
- ITIL V3/V4 Qualification (advantageous)
We reserve the right to close this vacancy early if we receive a high volume of applications.