Service Delivery Specialist

6 days ago

Birmingham, Birmingham, United Kingdom IRIS Full time
Job Title: Service Delivery Analyst

Job Summary:

We are seeking a highly motivated and skilled Service Delivery Analyst to join our IT team at our Head Office in Birmingham. The successful candidate will play a crucial role in ensuring the effective delivery and support of IT services across the organisation.

Key Responsibilities:

  1. Service Management: Monitor, manage, and report on IT service performance, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs). Regularly communicate and update our Managed Service Providers (MSPs).
  2. Incident and Problem Management: Coordinate the resolution of incidents and problems with our MSPs, ensuring timely response and resolution, and conducting root cause analysis to prevent recurrence.
  3. Change Management: Oversee the IT change management process, ensuring all changes are efficiently and safely implemented with minimal disruption to services.
  4. Service Improvement: Identify opportunities for service improvement, leading and supporting initiatives to enhance IT service delivery and user satisfaction.
  5. Stakeholder Engagement: Act as the primary point of contact for service-related issues, liaising with internal stakeholders, external vendors, and service providers to ensure effective communication and service delivery.
  6. Documentation and Reporting: Maintain accurate documentation of IT service processes, procedures, and performance metrics. Generate regular reports for management review.
  7. User Support: Provide second-line support for complex technical issues, assisting our MSPs and end-users as needed.
  8. Training and Development: Develop and deliver training sessions for staff to promote the effective use of IT services and adherence to best practices.

Requirements:

  1. Education: Bachelor's degree in Computer Science, Information Technology, or a related field - desirable.
  2. Experience: At least 3 years of experience in IT service management, service delivery, or a related role.
  3. Certifications: ITIL Foundation certification or higher is highly desirable.

Skills and Competencies:

  1. Technical Proficiency: Strong understanding of IT infrastructure, networks, and software applications.
  2. Analytical Skills: Ability to analyse complex problems, identify root causes, and develop effective solutions.
  3. Communication: Excellent verbal and written communication skills, with the ability to convey technical information to non-technical stakeholders.
  4. Customer Service: Strong customer service orientation with a focus on delivering high-quality support and improving user satisfaction.

Benefits:

  • Employee discount
  • Free parking

Work Schedule:

  • Monday to Friday

Work Location:

  • In person

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