Service Delivery Analyst

1 month ago

Liverpool, Liverpool, United Kingdom Universities Superannuation Scheme Full time
About the Role

We are seeking a highly skilled Service Delivery Analyst to join our IT team. As a key member of our team, you will be responsible for providing essential support to the Service Delivery Manager and the broader IT Support Teams.

Key Responsibilities
  • Oversee the daily operations of IT Change Management, ensuring all Change Requests (CRs) progress appropriately through the process before being presented at the Change Advisory Board (CAB).
  • Collaborate closely with Configuration Management and play a significant role in the procurement process for all hardware, software, and licensing, including renewals.
  • Support the service delivery teams in ensuring all incidents and service requests are accurately recorded on My Support (Hornbill).
  • Conduct reviews of calls to ensure the details align with service standards.
  • Review processes and implement ongoing service improvement measures as needed.
  • Support the Configuration, Problem, and Change Management processes.
  • Ensure all changes progress through the process and are presented at CAB as required.
  • Help maintain and update related change documentation.
  • Participate in internal and external audits providing assurance and evidence that USS have sufficient change structure and governance in place.
  • Produce and distribute CAB reports prior to each CAB.
  • Produce and distribute FSC report post CAB.
  • Create and deliver accurate IT reports, daily, monthly, quarterly, and annual reports in the required format in conjunction with the Service Delivery Manager.
  • Assist the Service Delivery Manager with trend analysis on Service Delivery performance – calls received, resolves, and closed – and report to IT Management.
  • Investigate and identify the underlying causes of IT incidents and problems, ensuring that issues are properly diagnosed and addressed to prevent recurrence.
  • Maintain accurate records of all IT problems, including their symptoms, root causes, resolutions, and any relevant documentation, to support ongoing knowledge management.
About You

We are looking for a highly skilled and experienced Service Delivery Analyst who can work collaboratively with our team to deliver high-quality results. To be successful in this role, you will have:

  • Excellent communication and interpersonal skills with customers at all levels.
  • Excellent planning and organisational skills.
  • Ability to engage with others, in other teams, and work collaboratively.
  • Working independently and as part of the wider team.
  • Manage workload effectively ensuring deadlines are met and issues flagged.
Why Join Us?

At Universities Superannuation Scheme, we are committed to creating a work environment where everyone can thrive professionally while making a meaningful impact on the lives of others. We offer a range of benefits, including a great starting salary, generous annual leave package, access to a high-quality pension scheme, and opportunities for development and growth.

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