Service Delivery Analyst
2 months ago
The purpose of the Service Delivery Analyst is to embed control and governance processes to protect and improve service, in line with business requirements and industry best practice. The Service Delivery Analyst must have a broad range of skills and Service Management process experience.
How will you do this?
You must have the ability to understand current and future business needs, and to ensure service impact is kept to a minimum through Major Incident, Change, IT Service Continuity, Disaster Recovery, Problem, Configuration and Risk Management processes. Collaborating with operations teams to identify and resolve the root causes of service performance failures, and to drive service improvements. Evaluating and managing the smooth transition of change in to live service.
Key responsibilities & accountabilities:
• Specialist experience in; Change Management, Major Incident, IT Service Continuity, Disaster Recovery, Risk Management, Service Reporting, Problem Management
• Responsible for protecting service operations through change control and governance. Collaborating with operations teams to identify and resolve the root causes of service performance failures, and to drive service improvements.
• Administration of Change Management activities, including leading the Change Advisory Board (CAB), producing agendas and minutes, the production of management information, owning requests for changes (RFCs) and the change schedule.
• To co-ordinate and communicating rapid and effective response to major incidents. To compile major incident reviews and facilitate the management of major incident root-cause identification and resolution.
Essential
- Demonstrable knowledge and experience in the management of IT services or processes, across the service lifecycle.
- Demonstrable knowledge and experience in the implementation and alignment to ITIL best practice processes, and delivery of process improvements.
- Demonstrable knowledge and experience in multiple of the following key capabilities; Change Management, Major Incident Management, IT Service Continuity, Disaster Recovery, Risk Management, Problem Management, Configuration Management
Desirable
- A keen interest in IT and developments in the sector attention to detail, analytical abilities and the ability to recognise trends
- ITIL qualifications across the service lifecycle framework, including Service Operation and Service Transition
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