Service Delivery Associate

3 months ago


Birmingham, United Kingdom The Economist Group LTD Full time

Introduction:
The Economist Technology team provides specialist services to deliver the technology which brings
_The Economist_ to life for millions of readers, and provides our business with the tools we need to succeed. The appointee will join the team as our new business and growth strategy unfolds, and the need for technology excellence and digital customer experience becomes paramount in our ability to deliver this. This is the time to join a profitable business with a brand and culture of which you can be proud of and with every opportunity to deliver success for the Group and yourself.

We are seeking an outstanding graduate or second jobber to be a Service Delivery Associate. In this role you will be dedicated to learning about technology service management and will provide first class support for our growing service management capability and Community of Practice. If you are a collaborative team member with a practical, can-do attitude and would like to join our fantastic team in Birmingham, we would love to hear from you. Service Delivery team members should expect to occasionally be available during non-standard working hours.

Accountabilities:
**How you will contribute**:

- ** Strategic**
- Contribute to the delivery of our service management strategy
- Work with Service Delivery Managers to build our Community of Practice
- ** Operations & Support**
- Provide triage for production incidents, following a set of clear instructions
- Ensure consistent quality follow up for standard incidents
- Have a strong customer service ethos.
- Work with Service Delivery Managers to review and identify opportunities for improvement in how we deliver support
- ** Change & Transition**
- Support the implementation of best practice in change management
- Support best practice in knowledge management
- ** Continued Service Improvement**
- Understand the value of data driven service improvement
- Support Service Delivery Managers in checking the day to day health of our services, and in identifying opportunities for improvement

Experience, skills and professional attributes:
**The ideal skills for this role include**:

- A demonstrable interest in working in a technology focussed environment is ideal. One to two year's relevant experience is preferable
- Experience of supporting a teams, often remotely
- Experience of working independently, as well as following instruction where needed
- Previous experience of using technology monitoring software and workplace tools such as JIRA is ideal
- A customer focussed attitude
- Having an interest in digital media and publishing
- The ability to demonstrate good judgment and decision making
- Strong attention to detail and accuracy
- Strong organisational skills with the ability to flex and adapt to changing priorities when needed
- Great communication skills and the ability to build relationships across teams
- The ability to communicate technical information to a non-technical audience
- ITIL Foundation certificate desirable



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