IT Service Delivery Analyst

1 month ago

Peterborough Cambridgeshire, United Kingdom Vermelo RPO Full time

Service Delivery Analyst

Fantastic opportunity to join a well established team within a vibrant, growing business.

This is a hybrid position that can be based from either of our offices in Peterborough, Chesterfield, Sunderland or Tunbridge Wells.

Role Purpose:

  • Supporting Service Operations and the wider business through the management of Service Delivery processes.
  • Contribute to the system availability, resilience and stability through troubleshooting and problem analysis of incidents and service events, and governance of the change management process.
  • Contribute to a continuous improvement culture to improve practices, knowledge, skills, and processes to increase service levels to customers.
  • Provide expertise in technical and operational processes and practices.

Key Accountabilities and Responsibilities:

  • Support the Major Incident Management and Problem Management processes to maintain system stability and availability to business needs.
  • Champion continuous improvement through learning and root cause analysis
  • Undertake service delivery activities with service partners to ensure service levels are maintained.
  • Contribute towards developing a collaborative, high performing team.
  • Creation of operational reporting, providing trend analysis and insights
  • Identify and implement operational process and practice improvements.
  • Support the Change Management process/Change Approval Body
  • Assist with operational governance and technology audits.
  • Develop and maintain system metrics and monitoring.

Skills, Experience and Knowledge Required:

  • Working in IT Operations, Incident/Problem and Change Management.
  • Analytical mindset and problem solving.
  • Ability to master new skills quickly.
  • Coordinating & managing operational processes.
  • Developing and maintaining metrics and monitoring.
  • Strong communication; capable of managing multiple priorities.
  • ITIL framework. (Advantageous)
  • Confidence to challenge current ways of working. (Advantageous)
  • Data analytics and tools such as Excel and PowerBI. (Advantageous)

What we offer in return?

  • A collaborative and fast paced work environment
  • 25 days annual leave plus of Bank Holidays and the ability to buy an additional five days holiday
  • Health Cash Plan
  • A benefit scheme that offers discounts and cashback on shopping, restaurants, travel and more
  • Life Assurance 4x annual salary
  • Hybrid working model- from either of our offices in Peterborough, Chesterfield, Sunderland or Tunbridge Wells

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