Graduate Service Delivery Analyst

Graduate Service Delivery Analyst Manchester, United Kingdom

Workplace Type: Hybrid

Job: TECHNOLOGY

Schedule: FULL_TIME

Role: Graduate Service Delivery Analyst

Division: Assessment & Qualifications Delivery

Location: Rotherham or Manchester, UK

Salary Range: £27 - 30k Per Annum, plus on target bonus of 5%

Arrangement: Hybrid, Monday to Friday, 10 to 4 GMT/BST, 37.5 hour week

About Pearson

At Pearson we ‘add life to a lifetime of learning’ so everyone can realise the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact.

Pearson was founded in 1844 and has been built on our ability to grow with and adapt to a constantly evolving market. Our 20,000+ employees are dedicated to creating high-quality, digital-first, accessible and sustainable resources for lifelong learning.

Diversity: At Pearson we value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced as strengths and opportunities are equal and accessible.

Flexible working: Pearson is committed to hybrid working practices and has adopted flexible remote and virtual working.

About UK Assessment & Qualifications

We are responsible for the delivery of nearly 4 million examination results per annum, including A-Level, GCSE, BTEC and T-levels for students in UK and International centres.

The Role

Do you have a passion for service and continuous improvement? We're looking for a new service delivery analyst to join our growing service management function. This role is to work within the Service Management team of Assessment and Qualifications Division, helping build our service management capabilities across our Technology and Business teams.

What will you be working on?

• Assist service delivery managers and application leads to analyse current incident/request trends and identify areas of improvement.
• Understand and document existing services, components, and dependencies.
• Assist in the creation of documentation & guides associated with service management processes and frameworks.
• Support teams with Supplier Management and the associated Service requirements for 3rd Parties within our division.
• Assisting service management to improve key processes such as incident/request management, problem management, change control and major incident management.
• Working across teams, supporting the incident/request processes.
• Assist in the configuration and continual improvement of IT Service Management tools and associated workflows.
• Collating information and reporting on the performance of IT Services and associated Service level metrics.
• Act as a subject matter expert on existing service management processes to guide and embed service management capabilities across the wider Pearson community.

About You

Key Skills & Experience

• Excellent organisational and time management skills.
• Experience of analysing and collating data.
• A passion for learning, continuous improvement, and a collaborative approach.
• Ability to adapt and work in a fast-paced environment.
• Strong communication skills and an ability to engage with diverse teams.

Required Qualifications

• A degree (Bachelor's or HND) in a relevant subject area such as IT, Computer Science, Business Information Systems, Software Engineering or other related field.
• Experience in Agile methodologies.
• Experience of using ITSM tools, particularly ServiceNow.
• Experience with design, creation, and continuous improvement of reports & dashboards.
• An appreciation of ITIL or other best practice frameworks (a qualification in ITIL would be a plus).
• Experience of working in service operations or service delivery teams.

Job Location and Hours

The role is aligned to either our Rotherham or Manchester offices. Our Rotherham office is located at Junction 1 of the M18, making it commutable from Sheffield, Leeds, Doncaster, Derby or Nottingham.

All our roles are hybrid working; for this role that means visiting your base office no more than once a week with the possibility of occasional travel to other Pearson sites.

For this role there is a requirement to provide on-call out of hours support during business critical periods.

Your benefits and rewards

• 25 Days annual leave (increasing by 1 day with every year of continuous service up to 30 days); annual leave trading, +/- 5 days.
• Annual Bonus.
• Private Pension plan scheme where we pay in double what you contribute, up to 16% depending on your age.
• Life, private medical and dental care insurance options, plus free eye tests.
• Stock/share purchase options.
• Maternity, paternity, and family care leave as well as flexible working policies.
• An employee wellbeing assistance programme.
• Cycle to work program, volunteering days, gym membership concessions in selected office locations, along with retail and leisure discounts.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be.