Job Description

Your new role

We're looking for a passionate IT Service Delivery Analyst who will play a vital role in ensuring the efficient delivery and ongoing improvement of IT services, with a particular emphasis on change management. Acting as a bridge between IT and the business, this role ensures that services are delivered in line with agreed standards, changes are implemented in a controlled and consistent way, and stakeholder expectations are effectively managed.


This is a hybrid role based at our Doncaster Group Support Centre, with 2-3 days a week onsite.


What you'll be doing

In this role, you'll:

Manage the change queue to ensure changes are executed efficiently, with minimal risk to the organisation. Identify potential conflicts among active changes and determine optimal timing for implementing changes in production environments. Schedule and chair Change Advisory Board (CAB) and Emergency Change Advisory Board (eCAB) meetings, ensuring all presented information is complete, accurate, and supports informed decision-making regarding change approvals, prioritisation, or rejections. Categorise and prioritise change requests in alignment with business objectives and operational priorities. Conduct Post Implementation Reviews (PIRs) to assess the effectiveness and impact of implemented changes. Maintain all change-related documentation, including policies, procedures, and templates. Update and manage the Forward Schedule of Change (FSC) and coordinate associated business communications. Track and report on change outcomes (successful and failed), identifying patterns, conducting root cause analyses (RCA), and recommending improvements to mitigate business risk. Perform final reviews, approvals, and authorisations for changes, reassessing risk and impact levels as necessary, requesting additional information, or rejecting changes that do not meet established requirements. Support IT audit activities, addressing findings and ensuring compliance with internal controls and standards. Act as a central point of communication between technical teams, business stakeholders, and service providers during service escalations or transitions. Collaborate with the Service Delivery team, release management, project teams, and operational stakeholders to ensure smooth service transitions and operational readiness prior to go-live. Work closely with other service management functions to ensure seamless integration and effectiveness of change and transition management processes.

The role is for you if...

We're looking for experience in:

Strong data analysis skills

, with the ability to interpret complex information and derive actionable insights.

Financial planning and budgeting expertise

, including the ability to assess asset-related costs and develop accurate budgets.

Effective stakeholder and third-party management

, fostering collaboration and maintaining strong working relationships across teams and vendors.

Strong influencing skills

, with the ability to gain buy-in and drive consensus across diverse stakeholders.

Sound decision-making abilities

, including: + Prioritising work and changes in alignment with business objectives.
+ Breaking down complex problems into achievable goals.
+ Identifying root causes quickly and making informed, timely decisions to resolve issues.

Comprehensive knowledge of ITIL standards

and industry best practices across all service operations disciplines.

Solid understanding of change and asset management frameworks

, processes, and governance.

Proactive and self-motivated

, with a strong sense of ownership and accountability.

Excellent communication skills

, both written and verbal, with the ability to convey technical and business concepts clearly.

Experience / Qualifications:

Experience working in an IT Service organisation or in a retail organisation Degree (or equivalent) in Computing/IT or a related field, or have equivalent IT industry experience Qualifications, certifications and / or in depth experience in the following areas: IT Service Management--ITIL, ITSMF etc. Experience of formal risk & issue management within defined processes and frameworks Experience in Asset Management approaches / methodologies Experience in Change Management processes / methodologies Financial and commercial awareness



DFS Benefits
Potential Annual Bonus Scheme: Contribute to our success and get rewarded for it Growth and Training: Learn new skills and develop your career with us Leave: Enjoy a great holiday allowance, with the option to buy 5 extra days. Take advantage of our enhanced leave for Maternity, Paternity, Shared Parental, and Adoption, plus a paid volunteering day each year Discounts: Get 30% off DFS and Sofology products for yourself, plus discounts for friends and family - and savings at big brands like Sainsbury's, ASOS, and IKEA Wellbeing Perks: Access healthcare services, an Employee Assistance Programme, and discounted gym memberships Pension and Savings: Join our Group Pension and Sharesave schemes Life Assurance & Sick Pay: Peace of mind with Life Assurance and Company Sick Pay

About DFS

We're home to DFS, Sofology, and The Sofa Delivery Company - three distinctive brands with a shared mission to bring great design and comfort into every home, affordably, responsibly, and sustainably.


At DFS Group, everyone plays a part. Whether you're supporting our brands or serving our customers, you're helping shape the future of furniture retail. Each brand has its own identity and creative direction, but we're united by a culture that puts people and purpose at the heart of everything we do.



Everyone Welcome


Across our Group, we're committed to a culture where everyone feels welcome, valued, and can thrive at work. We celebrate diverse voices, champion inclusion, and support each other through our growing colleague networks. We invest in partnerships that drive change, from supporting Doncaster Pride and introducing the Hidden Disabilities Sunflower, to partnering with Carers UK and developing leaders with Diversity in Retail.


We're proud to be an equal opportunities employer, committed to building a workplace that reflects the communities we serve. So, if your experience doesn't quite match the specification, we'd still really love to hear from you