Senior Service Delivery Analyst | Edinburgh, UK

Senior Service Delivery Analyst

Job Description Summary
Job Description

Senior Service Delivery Analyst

Permanent

Location: Edinburgh (typically 2 days in the office per week, 3 from home)

Closing date: 28th February 2025

Aegon Asset Management is a leading global investor, advising on assets for a global client base of pension plans, public funds, insurance companies, banks, wealth managers, family offices, and foundations. We share a common belief in fundamental, research-driven active management, underpinned by effective risk management and a commitment to responsible investment.

We are now looking for a Senior Service Analyst to join our global IT Service Delivery team in Edinburgh, where we leverage an Agile approach. Our Service Delivery team ensures that the business derives maximum benefit from supplier relationships, both internal and external. We provide structured communication to customers and suppliers, including planning, scheduling, measurement, and control of IT service delivery to agreed levels of service.

In this role, you will demonstrate best practice for our team and lead improvement initiatives, implementing or reviewing processes and systems. You will make a tangible difference by raising standards, adapting to changes in the way we do business, and streamlining our ways of working. This role requires a combination of technical skills, analysis, design, project management, and strong communication skills. Your responsibilities will involve:

• Ensuring that service levels for ITIL processes are agreed upon and met, managing IT service issues and disruptions.
• Managing software licensing and asset management.
• Ensuring timely and responsible resolution of service issues in line with agreed SLAs, responding to service disruptions, understanding and tackling root causes.
• Managing customer expectations and ensuring that perspectives are always considered, and that expectations, deliverables, and relationships are proactively managed.
• Supporting the team in the oversight of IT services using MI and other diagnostic tools to identify trends, service delivery issues, and resource constraints, reporting concerns as appropriate.
• Proposing improvements to automate processes, reports, and procedures to ensure consistency, stability, and reliability of systems is maintained. Participate in or lead these improvements.
• Managing relationships with key suppliers, acting as an escalation point for supplier issues and assisting with resolution of issues and incidents.
• Assisting with the onboarding of new services and the transition of services effectively through appropriate communication, stakeholder engagement, and application of business knowledge.
• Ensuring that Service Delivery services are provided in accordance with business and IT needs, including the provision of resources, as agreed with the IT Support Manager and Lead IT Service Delivery Analyst.
• Controlling and managing the business-as-usual request queue for Service Delivery.
• Driving business engagement through regular IT service reviews.
• Providing support to Agile Delivery teams to ensure quality and timely outcomes.
• Complying with the regulatory and legislative regime as it affects your role and ensuring those risks are identified, reported, and managed accordingly.

We'd love to hear from you if you have:

• Experience with Software Asset Management and licensing.
• Service Delivery experience, considering applications from various backgrounds, including Service Delivery, Business Analysis, Application Support, Service Desk.
• Experience working in ITIL & Agile environments, ideally with certifications.
• Excellent stakeholder management skills, both internally and externally.
• Experience working in fast-paced environments, working towards strict SLAs.

What's in it for you?

• A competitive salary, depending on the experience you can bring.
• A non-contributory pension between 9%-13%.
• A discretionary bonus, depending on personal and company performance.
• 27 days leave per year (plus bank holidays, pro-rated for part-time).

We also offer private medical cover, life assurance, critical illness cover, enhanced parental leave, and various lifestyle benefits to help our staff live their best lives.

We serve a diverse, ever-changing world. If that sounds like the sort of place you'd like to work, hit the "Apply" button.

The legal bits

We'll need you to confirm you have the right to work in the UK. If we offer you a job and you accept, there are some checks we need to complete before you can start with us. This will include a credit and criminal record check, as well as providing satisfactory references.

Equal Opportunity Employer:
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, or age.