Job Title: Service Delivery Analyst
Location: Remote
Reports to: Service Delivery Manager
Department: Digital Services
Role Purpose
The Digital Service Delivery Analyst plays a key role in ensuring the successful delivery, optimisation, and support of digital services across the organisation. This position focuses on monitoring the service management portal, managing incidents and requests, and driving continuous improvement to enhance user experience and operational efficiency.
- Driving licence desirable as there may be infrequent requirement to travel
Key Responsibilities
Service Monitoring & Performance
Track and analyse digital service ticket performance against agreed SLAs and KPIs.
Identify trends, issues, and opportunities for improvement.
Incident & Problem Management
Act as a point of contact for digital service issues, ensuring timely resolution.
Collaborate with technical teams to diagnose root causes and implement fixes.
Change & Release Support
Assist in planning and coordinating digital service changes and releases.
Ensure changes are documented and communicated effectively.
User Support & Engagement
Provide guidance and support to end-users on digital tools and platforms.
Gather feedback to inform service enhancements.
Continuous Improvement
Contribute to service improvement plans and digital transformation initiatives.
Maintain documentation, knowledge bases, and process workflows.
Skills & Experience
Understanding of ITIL principles and service management frameworks.
Experience with digital platforms, cloud services, and enterprise applications.
Excellent analytical and problem-solving skills.
Strong communication and stakeholder management abilities.
Familiarity with service monitoring tools and reporting dashboards.
Qualifications
Degree in IT, Computer Science, or related field (or equivalent experience).
ITIL Foundation certification (preferred).
Experience in a service delivery or support role within a digital/IT environment.
Key Attributes
Customer-focused mindset with a passion for improving digital experiences.
Ability to work collaboratively across teams and adapt to changing priorities.
Proactive approach to identifying and resolving issues
Task-driven, with the ability to prioritise effectively and manage multiple service requests in a fast-paced environment.
Working Hours
Full-time, 40 hours a week
The job is based from home, however there may be the infrequent requirement to travel.
Salary
Annual Salary, £30,000 to £35,000 based on experience.
