Job Description

Role: Service Delivery Analyst (IT Support)

Location: Reading, UK

Mode: Hybrid

Type: Contract

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The Service Delivery Analyst is responsible for providing analysis and reporting of IT services and managing IT escalations. This role supports the delivery of continuous service improvements from internal, Group, and 3rd party IT providers.

Key Accountabilities

Customer Service

: Support innovative changes to anticipate and satisfy customer needs.

Service Transition

: Clarify service requirements and ensure successful transition to live service.

Relationship Management

: Work with business and IT stakeholders throughout delivery.

Operational Security

: Ensure continued safety, security, and integrity of IT services.

Supplier Management

: Maintain accurate compliance and continuity management data.

Service Improvement

: Support continual service improvement activities and service review meetings.

Compliance

: Ensure compliance with audit and regulatory requirements.

Incident Management

: Support major incident resolution and manage escalations.

Service Level Agreements

: Prepare service reports and communications tailored to different audiences.

Cybersecurity

: Help protect against cyberattacks and data loss by following standards and instructions and reporting risks and incidents.

Key Contacts

Service Delivery Manager

: Regular meetings to discuss status, issues, and progress.

Customers

: Engage as necessary to provide updates and gather requirements.

Service Delivery Partners

: Collaborate to ensure effective service delivery across business units and group IT.

DevOps Technical Team

: Work closely to resolve technical issues and implement improvements.

DevOps Technology Manager

: Ensure compliance and alignment with IT strategy and policies.

Service Delivery Suppliers and Partners

: Collaborate to ensure effective service delivery across the internal IT team and suppliers, and partners

Knowledge, Skills, and Experience

Business Knowledge

: Understanding of IT services and disciplines, with an opportunity to learn about the energy sector and SSE's business.

Technical Skills

: Knowledge of IT Service Management and ITIL standards, experience with the ServiceNow toolset.

Personal Attributes

: Customer-focused, self-motivated, resilient, flexible with a 'can-do' attitude, and strong influencing skills.

Communication Skills

: Strong written, verbal, and facilitation skills, with the ability to prepare tailored service reports and communications.

Impact and Decision Making

Impact

: No direct line management responsibility. Works with the Service Delivery Manager on 10-20 projects annually.

Decision Making

: Decides when to escalate issues and supports major incident resolution. Prepares service reports and maintains compliance records

Job Type: Fixed term contract
Contract length: 6 months

Pay: 250.00-300.00 per day

Experience:

IT services and disciplines: 3 years (required) IT Service Management and ITIL standards: 4 years (required) * Service Delivery: 4 years (required)