Service Delivery Analyst

Location: Stoke/Manchester

About us

A leading and expanding motor insurance group, renowned for staff reward and recognition, is looking to add to our Service Delivery Team.

Purpose of role:

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. They 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.  Improving process compliance and efficiency. Embedding service management processes and improve maturity. Drive process quality as defined by expected process outcomes, customer alignment and business value through measurement of overall effectiveness.

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 assist with the maintenance and development of the Configuration Management Database

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.

To assist the Service Desk Manager and Service Delivery Manager with business communications in relation to service outages, planned changes and project work. 

Governing the Problem, Change, IT Service Continuity, Transition and Risk management process and artefacts, providing support (where applicable) to the technical and business colleagues to guide their progress.  Providing a centrally managed view of service continuity and risk progress, management information and trends. Govern and champion the IT SC and Risk Management process across Technology and the business. Co-ordinate, plan and execute service continuity and disaster recovery plans.

Produce management information on the status of BC and DR plans, including KPIs on their performance through test exercises.

Review, maintain and update Technology department’s risk register and clearly articulate risks to the business. Prepare, assign and track remediation activities for each risk

Support risk assessment of current information technology infrastructure, application and services

Support maintaining the Service Catalogue and Service Level Framework.

Understanding business drivers and service management impact across the IT technical estate and customer base to ensure that services contribute to business outcomes.

Effectively communicate with project managers and 3rd party suppliers, evaluating change requirements against other planned change activity in the interest of protecting service.

Defining and reporting on KPI metrics, including service review and availability reports: Ability to measure and communicate key performance metrics for IT services and analyse data to discover opportunities for service improvement, justify efforts to achieve targets and to intervene where corrective action is required.

Assist in, and support activity in other areas of ISS \ IT Operations as required, including Service Delivery, IT Infrastructure, Information Security and IT Administration