Service Delivery Analyst

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients.  We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications.  We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.

The Service Delivery Analyst is responsible for providing analysis and reporting of IT services and managing IT escalations. This role supports the delivery of continuous service improvements from internal, Group, and 3rd party IT providers.

• Customer Service: Support innovative changes to anticipate and satisfy customer needs.
• Service Transition: Clarify service requirements and ensure successful transition to live service.
• Relationship Management: Work with business and IT stakeholders throughout delivery.
• Operational Security: Ensure continued safety, security, and integrity of IT services.
• Supplier Management: Maintain accurate compliance and continuity management data.
• Service Improvement: Support continual service improvement activities and service review meetings.
• Compliance: Ensure compliance with audit and regulatory requirements.
• Incident Management: Support major incident resolution and manage escalations.
• Service Level Agreements: Prepare service reports and communications tailored to different audiences.
• Cybersecurity: Help protect against cyberattacks and data loss by following standards and instructions and reporting risks and incidents.

Requirements

• Business Knowledge: Understanding of IT services and disciplines, with an opportunity to learn about the energy sector and our client's business.
• Technical Skills: Knowledge of IT Service Management and ITIL standards, experience with the ServiceNow toolset.
• Personal Attributes: Customer-focused, self-motivated, resilient, flexible with a 'can-do' attitude, and strong influencing skills.
• Communication Skills: Strong written, verbal, and facilitation skills, with the ability to prepare tailored service reports and communications.
• Impact: No direct line management responsibility. Works with the Service Delivery Manager on 10-20 projects annually.
• Decision Making: Decides when to escalate issues and supports major incident resolution. Prepares service reports and maintains compliance records.

Benefits

At Sword, our core values and culture are based on caring about our people, investing in training and career development and building inclusive teams where we are all encouraged to contribute to achieve success.

We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life.  In addition to a Competitive Salary, here's what you can expect as part of our benefits package:

Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.

Flexible working: Flexible work arrangements to support your work-life balance.  We can't promise to always be able to meet every request, however are keen to discuss your individual preferences to make it work where we can.

A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more…..

At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement.  If you don't tick all the boxes but feel you have some of the relevant skills and experience we're looking for, please do consider applying and highlight your transferable skills and experience.  We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. Your perspective and potential are important to us.

If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.