Job Description

Description

As a key member of the Operations Department within the Service Management team, you will collaborate closely with Service Managers and Service Delivery Leaders to ensure that all services are delivered in accordance with established policies, processes, and procedures.



Reporting directly to the Operations Technical Lead, who oversees the Service Analyst team, your primary responsibility will be to maintain direct communication with both internal and external clients. You will work to agreed service level agreements (SLAs), supporting ITIL functions and assisting with the escalation process. A proven ability to manage client expectations and a strong commitment to customer service are essential.



You will engage with all CDL support teams, fostering positive relationships and demonstrating excellent communication skills. Staying informed about CDL's evolving technologies and services is crucial.

About CDL

CDL is one of the UK's leading software development houses, employing over 600 people at its campus in Stockport. It has a consistent history in the high-volume retail insurance sector. CDL has spearheaded developments in the aggregator, web and telematics space, including connected home, enrichment and self-service solutions. As a result, the company's robust and innovative technologies have enabled its customers to thrive in the highly competitive UK insurance marketplace.

We have built a collaborative and creative culture where we employ agile techniques to deliver our pace-setting applications. We pride ourselves on cultivating an inspiring working environment with our employees at the heart of our company.



In a nutshell we are the market leading software house in our industry, creating the software, websites & apps for the Insurance & Finance sector across the UK. If you were to go on a price comparison website, approximately 65% of the companies on there are our clients!

Key Responsibilities

Problem-solving and analytical tasks Creating ad hoc reports Adhering to ITIL best practices at all times Supporting the digital delivery system by collaborating with Digital Squads to prioritize workloads and address high impacting issues Ensuring all internal processes and documentation are current Proactively identifying and driving process improvements
We seek candidates who can quickly adapt, deepen their CDL product knowledge, and contribute to our culture of continuous improvement.

Skills Knowledge and Expertise

Experience with ITIL release, change, service management, and/or project management Ability to meet tight deadlines and manage work pressures effectively Experience working across various business areas, demonstrating strong customer focus and corporate awareness Excellent written and verbal communication skills, with the ability to liaise with both internal and external partners ITIL Foundation qualification (desirable but not essential) Proficiency in MS Outlook, Word, and Excel Demonstrated commitment to high standards of customer care Strong organizational and prioritization skills Ownership and accountability for tasks Effective problem-solving abilities

Benefits

Salary

The salary for the role of

Service Analyst

pays

up to 36,500p.a

. providing a fantastic opportunity for career progression through CDL's clearly defined career framework (https://progression.cdl.co.uk/).



Your growth and advancement within CDL are only limited by your own ambition and effort.

Benefits

Hybrid Working (2 Days a Week in the office - SK4 2HD) Truly flexible working. 25 days holiday to start, increasing by 1 day per 1 year of service up to 30 days. Top employer for 9th year running Excellent training and development platform Opportunities for career progression Health and Wellbeing programme Virtual activities, lunch and learns, coffee mornings and meetups. Life and health assurance Electric Vehicle Scheme Established Recognition Award System Great Parental Benefits Diversity and Inclusion network Pension scheme Community projects and volunteer days Refer a friend bonus

Campus Benefits:

On-site free parking Open plan modern offices Quiet Spaces are also available Shuttle bus to and from the station Subsidised restaurant Games room and chill out zone Annual Hackathon & Deep Racer Events Social activities, regular social events through our social group Xtra, including a summer BBQ, competitions, bowling, go-karting, football games, Winter party and much more! Car wash, barber, yoga classes, boot camp and massage services all on site Cycle to work scheme Shower and dry rooms

Diversity and inclusion

We're on a journey to keep innovating, that means welcoming new ideas and ways of thinking.



CDL recognises that building a diverse workforce is critical to the success of our business. We strongly encourage applications from a diverse talent pool and welcome the opportunity to discuss flexibility requirements and workplace adjustments with all our applicants.

Recruitment Agency Notice:

CDL have a PSL in place, but haven't used them for over 3 years, therefore be advised that any unsolicited submission of candidate details--including but not limited to LinkedIn profiles, CVs, or resumes (whether redacted or unredacted)--will be considered freely given and unsolicited. As such, these submissions will not be subject to any fees, terms, or obligations on our part.

Only candidate profiles that have been formally discussed with and approved by our Talent Acquisition (TA) team prior to submission AND submitted by agencies on our Preferred Supplier List (PSL) operating under agreed terms are authorised to submit candidates. Any submissions from non-PSL agencies, or those made outside of agreed processes, will be deemed non-compliant and will not be eligible for any fees or consideration.

About CDL Software

The UKs biggest insurance retailers rely on CDLs trend setting solutions to drive success and growth. Our ambition and commitment has produced a track record of delivering exactly that. The result is a client base that includes some of the most profitable insurance operations in the UK.

This Policy was last updated in April 2025