Service Delivery Analyst

Found in: Talent UK C2 - 2 weeks ago

London, United Kingdom T-Tech Full time

Do you have a background in IT support and want to use your knowledge proactively to improve our service to customers? A step into Service Management support can take you on a new career track bringing together your technical knowledge, organisation skills and customer liaison abilities. You'll have the opportunity to learn from experienced Service Managers and to gain insight into all areas of the organisation.

So who's T-Tech?

T-Tech is one of the fastest growing IT Consultancy, Support and Cloud Service providers in the UK, serving SMEs in the Accountancy and Professional Services sector.

Our business focuses on 6 areas of service: Business Consultancy; IT Support; Technical Consultancy; Cloud, Networks & Security; Intelligent Automation; and Communications.

Our customers demand and deserve great proactive service and responsive support.

At T-Tech, we are about keeping UK business up and running, resolving problems quickly, providing personal attention and providing our customers with reliable IT support when they need it.

What makes us who we are?

At T-Tech, our values are core to who we are; we promote and live these in all areas of our work to give our team and our clients the best experience of T-Tech:

  • Service Centric- We put our customers at the heart of what we do. We are accountable for our actions and honour our commitments. We go the extra mile.
  • United- We succeed as a team, pulling together to achieve our goals. We understand and respect others’ views and perspectives. We communicate openly with each other, sharing, challenging and supporting
  • High Standards - We take pride in the quality of our work. To give our best, we plan thoroughly and strive continually to improve our effectiveness. We have a thirst for knowledge to enable us to learn and improve.
  • We are Agile…in our thoughts and actions, anticipating and adapting quickly to new opportunities and situations. We manage changing priorities to work flexibly and with resilience.

And what about you?

We're looking for someone with MSP experience who has a passion for improving the quality of service to our customers. You may be fed up with fixing recurring issues and problems, and instead want to prevent those problems before they occur.

You'll be super-organised and proactive with a strong analytical mind and high attention to detail. But you're not just a back-room person; for this role and for your future career you will be confident and professional in dealing with customers.

Does that sound like you? Great Keep reading for the detail about the role; we'd love to hear from you

What does the role involve?

Service Management:

  • Monitoring and coordinating IT service desk functions to ensure optimal service for our clients
  • Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
  • Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for root cause analysis
  • Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
  • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand

Managing clients

  • Hold monthly, quarterly and bi annual reviews with key stakeholders.
  • Run reports to measure success against client KPI’s and SLA’s and analyse data to inform Quarterly Business Reviews (QBR) and Service Reviews
  • Create and run ad-hoc reports to provide client status information for QBRs. Eg Windows Updates
  • Continuously deliver reporting improvements, minimising manual effort and maximising the use of reporting tools
  • Create high quality client facing reports and deliver them to key stake holders

Efficiencies

  • Support Team Leaders to do weekly ticket quality checks, addressing required small improvements with the Engineers and raising bigger issues and recurrent problems with the Team Leaders
  • Analysing third-party as well as internal processes, and creating strategies for service delivery optimization
  • Identify recurrent tickets and assist in minimizing their frequency.
  • Continually monitor the information held on clients in ITGlue (ITG) and highlight missing information

Requirements

To be successful within this role you must have:

  • Service Management: Understanding of ITIL v4.
  • Client Relationship Management: Strong interpersonal and communication skills to build and maintain relationships with clients. Understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.
  • Project Management: Service Delivery Managers often assist with multiple projects or initiatives. They need strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables.
  • Problem-Solving: Adept at analysing complex situations, identifying problems, and proposing effective solutions. They should have the ability to think critically and make decisions quickly to address service-related challenges.
  • Continuous Improvement: A mindset of continuous improvement. They should proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery.
  • Technical Knowledge: While not always required to be hands-on with technical aspects, having a good understanding of IT systems, infrastructure, and emerging technologies can be valuable in understanding the service delivery landscape and effectively communicate with technical teams.

Benefits

And what do we offer you?

  • Competitive salary depending on your experience and skills 
  • 23 days’ annual holiday plus public holidays – and your birthday 
  • Learning environment working alongside experts in the latest technologies 
  • Special focus on training and development 
  • Social committee that organises quarterly social events (karting, bowling, pizza evenings and other exciting events) 
  • A vibrant London office and opportunities for home working 
  • Exceptional career progression opportunities 

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