IT Service Delivery Analyst

About the role...

We are currently recruiting for an IT Service Delivery Analyst vacancy within our IT team. The role in based from our Customer Support Centre in Walsall and offers the opportunity for hybrid working. 

The  IT Service Delivery Analyst  will support the Senior Service Delivery Manager in the delivery and continual improvement of IT services for customers and colleagues. The role will monitor and manage supplier performance, ensuring KPIs and SLAs are achieved, and address underperformance. 

Using ITIL frameworks, the  IT Service Delivery Analyst will lead and coordinate IT Change and Problem Management activities. Responsibilities will include coordinating and communicating change programmes, facilitating Change Approval Board meetings, supporting root cause analysis for recurring issues and driving process improvement implementation. 

We uphold three core behaviours that guide all our actions:

Love Our Customers: We strive to delight our customers, listening and responding to their needs because they are our priority.

Care for Our Colleagues: We support each other to foster a workplace where everyone can thrive.

Protect Our Pounds/Euros: We are committed to cost-efficiency and value, ensuring every penny counts.

We reserve the right to close this vacancy early if we receive a high volume of applications for the role. Therefore, if you are interested, please submit your application as early as possible.

Why choose us?

• Professional development: A comprehensive induction plan and the opportunity to complete in-house development programmes to set you up for success or to pursue QUALIFICATION through our apprenticeship programme.
• Bonus Potential: Unlock the possibility of earning additional bonuses, rewarding your hard work and achievements.
• Free On-Site Parking: Enjoy the convenience of free parking, making your daily commute hassle-free.
• Onsite Coffee Lounge: Take advantage of our onsite coffee lounge, a perfect space to relax and recharge during breaks.
• Exclusive Store Discounts: Receive a 10% discount on most in-store purchases, enhancing your shopping experience.
• Family-Friendly Benefits: Our comprehensive benefits are designed to support your and your family’s needs.
• My Staff Shop: Gain exclusive discounts through our ‘My Staff Shop’ portal, saving on various products and services.
• Life Assurance Cover: Enjoy peace of mind with our life assurance cover, securing your family’s future.
• Health & Wellbeing Programme: Benefit from an employee assistance programme that supports your health and wellbeing.
• Generous Holiday Allowance: Start with a generous leave entitlement that increases by one day each year (up to 33 days), with the option to buy additional holiday annually. Celebrate your special day off work every year with an extra day’s holiday because we believe birthdays are important.
• Pension Scheme: Plan for the future with our contributory pension scheme, helping you save for a secure retirement.

Your Impact and Responsibilities…

As IT Service Delivery Analyst, you will:

• Support the delivery and continual improvement of IT services, contributing ideas to improve service management processes and ways of working.
• Support the Service Delivery team by acting as an operational point of contact for suppliers, ensuring adherence to Incident, Change and Problem Management processes.
• Promote ITIL aligned best practice across Technology, supporting consistent and effective service management.
• Monitor and report on supplier performance against SLAs and OLAs, supporting service reviews and contract discussions.
• Support PO requisitions and financial tracking to help maintain control of IT spend.
• Support Incident, Change, Knowledge and Problem Management activities, including RCA and major problem support.
• Maintain ITSM documentation, SLAs, KPIs and Service Catalogues to agreed standards.
• Assist with mitigating and managing service risks, escalations and stakeholder communications.
• Support continual service improvement initiatives across the service portfolio.
• Support the transition of new and existing services and suppliers into BAU support.

Skills and Knowledge…

We are looking for someone with: 

• Strong Service Management knowledge with the ability to manage and challenge IT suppliers.
• Awareness of ITIL practices, particularly Incident, Change and Problem Management.
• Working knowledge of SLAs, KPIs and service metrics.
• Experience managing services and suppliers in a live operational setting.
• Experience supporting Change Management processes, including risk and impact assessment and participation in CAB. 
• Experience with Problem Management, including RCA, trend analysis and reducing recurring incidents. 
• ITIL V3/V4 Qualification (advantageous).