IT Service Delivery Analyst Permanent

IT Service Delivery Analyst to join one of the fastest-growing IT Managed Service Provider in the UK.

Role:
IT Service Delivery Analyst

Salary:
Up to £27,000 + Benefits

Permanent Role:
Full Time – Permanent

Location:
Office based in Wakefield
and
Remote working

About the Role:
Proactively supporting the Service Delivery Management group function.

Main Responsibilities:

• Produce content for all service reviews and improvement initiatives, either directly for the customer or in support of the wider group Service Delivery Management Team.
• Interface for customers without a defined SDM
• Update the Risk Register for aligned customers.
• Give Insight through a detailed process, quality, and performance data analysis by means of statistical tools (e.g. Service Now, Power BI)
• Support implementation of automation within Service Delivery Management (e.g., Chatbot, selfheal automation mechanism).
• Flexible to work On-Call during weekends as part of business requirement
• End to End Governance on Service Delivery Management reporting and deliver Monthly / Periodic Service review reports as per request from SDM / Customer focal points.

Experience:

• Experience in an IT function, which is desirable in service quality management reporting and data analysis.
• Understanding the ITIL framework and ITIL Foundation qualification is desirable.
• Use of the following tools to enable effective Service Delivery Management: Power BI, ServiceNow ITSM or CSM or similar product;
• Experience with BI solutions and requirement capture;
• Experience with Chatbot or Virtual Agent operation
• Competent in the use of Office Productivity Suites – especially MS Excel, PowerPoint & Visio.
• Support the journey on automation and service integration for Group Services.
• Self-motivated individual with excellent interpersonal, communication and influencing skills.
• Manage customer escalations

If the role of IT Service Delivery Analyst is right for you, please forward your CV to us and a specialist recruiter will be in contact with you immediately.

Tagged as: Data Analysis, IT Service Management, ITIL