Service Delivery Analyst

**Who are we?**
We're the UK's largest water provider, with over 15 million customers to serve every day. Water is essential to daily life, and that means our business is always open. We make a difference daily to millions of customers by supplying?2.7 billion litres of waterto around 10 million homes.?? Our main role is to ensure customers can turn on the tap and get world class drinking water 24/7. We also safely transport and treat waste, returning it back to the environment.
We’re an essential service and have operated throughout the Covid19 pandemic, and we need you to help us to deliver an excellent service so we can continue to be there for our customers.
**About the role**:
To support the Meters into Account Manager in managing and holding teams accountable who are responsible for ensuring Non-Household accounts are set up in accordance with the market codes. Analysing data and reporting on key SLAs to ensure performance acrossService Delivery and Wholesale Market Services (WMS).
You will Identify trends and insights to improve processes, business results, customer service and effectiveness in an ever-changing environment.Provide management information, analysis, and commentary to enable the department or other customers to make informedbusiness decisions for business readiness.Support & assist in the implementation of new processes and systems, help with the resolution of high-impact cases, monitoring performance of work that is carried out by our contractors is done in a timely manner.
You will assist with delivering an excellent customer experience (both to internal and external customers), working towards an improved D-Mex score, reduced complaints and improved quality. Demonstrating our values through behaviours and creating an inclusiveand positive environment that drives performance, engagement and development.
This position will give you exposure to a range of business areas and will allow you to have a direct effect on the efficiency and performance of the department.
**What you will be doing**:

- Daily analysis, monitoring and reporting on key SLAs and KPIs (e.g. MOSL’s MPS3)
- Root cause analysis on failures, and identifying areas of improvement
- Liaising with contractors and internal teams to drive performance
- Preparing reports and presentations for key stakeholders as required
- Design and implement technical solutions to ensure accurate data is supplied to the Non-Household Market
- Supporting the implementation of new processes and procedures to ensure business readiness across Service Delivery
- Develop new and update existing process maps and documentation required to support business change
- Identifying risks, opportunities, and successes
- Analyse current performance against standards of excellence and develop plans to train and coach team members and drive performance
- Develop training material for any system changes or process changes

**What skills are we looking for?**:

- Graduate or 2 years analyst experience (or similar)
- Proficient in Microsoft Excel and other IT systems and databases (e.g. Salesforce)
- Excellent attention to detail, problem-solving, prioritisation, and time management skills
- Good communication skills
- Ability to work with stakeholders to agree key priorities

**What’s in it for you**
Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing with the length of service and a wider benefits scheme.
We’re proud of the positive ways of working we have adopted during the pandemic. We want to create a more flexible and dynamic environment so all our colleagues can thrive. For our office-based roles we’re moving to a hybrid approach where we’ll provide optionsaround working from our offices, our operational sites and home dependent on role/team/individual. This will be discussed during the assessment process.
Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall DiversityChampion and Disability.
Confident Leader and we’re a Times Top 50 Employer for Women.
Click here to find out more about?working at Thames Water