Digital Service Delivery Analyst
1 day ago
We are recruiting for a new Service Management Technical Expert to join our growing Project Management Team, working on our largest defence programme. The role will be responsible for supporting service delivery through assisting with service reporting, incident and change management, tracking and prompting for periodic security approvals, evolving the service design, definition and documentation of new and improved processes and procedures.
The successful candidate will assist with maintaining and evolving the ITIL aligned Service Management Framework, identifying and leading selected CSI initiatives. The Analyst will also deputise for the Service Delivery Manager during periods of leave and perform other ad-hoc tasks to support the operations of the NDH team as delegated.
This is an excellent opportunity for a talented professional to join our team and contribute to the success of our largest defence programme. As a Service Management Technical Expert, you will have the opportunity to work on cutting-edge projects, develop your skills and expertise, and make a meaningful impact on our business.
Key Responsibilities:
- An active member of the Service Management team supporting the Service Operation, Service Desk, Transition, and Service Operation team.
- Tracks service performance against agreed OLA's, SLA's & KPIs.
- Supports the management of major incidents (P1 and P2's) through to prompt and successful service restoration.
- Implement updates to the design of the end-to-end Service, working closely with internal and external partners.
- Responsible for identified Continual Service Improvement Initiatives within Service Operations, identifying and leading initiatives to drive continuous improvement whilst protecting the integrity of the Service.
- Support for planned and incident communications with key stakeholders.
- Responsible for analysing service performance data and creating the monthly service dashboard, ensuring reports are communicated in a language that is easily understood.
- Supports data provision and analysis for monthly service reviews.
- Support into Change Advisory Board (CAB) meetings to ensure risk and impact to service is understood prior to change deployment.
Requirements:
- Experience of infrastructure and/or application service delivery management.
- Good knowledge of the ITIL Practices including Incident Management, Problem Management, Change Enablement, Knowledge Management, Request Management, IT Asset Management, Service Configuration Management, Measurement & Reporting, Continual Service Improvement and Relationship Management.
- Understanding of process development and change in an evolving service against a defined service model.
- Experience of digital service delivery into the MOD and/or central UK Government clients is desirable.
Compensation and Benefits:
- A competitive salary of £45,000 - £60,000 per annum.
- A comprehensive benefits package including private healthcare coverage, flexible work arrangements, training and skills development opportunities, life assurance, pension contribution, Perkbox subscription, and internal reward schemes.
About Us:
At Envitia Group, we are committed to fostering a diverse and inclusive work environment that values work-life balance and supports the growth and development of our employees.
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