Service Delivery Analyst

Service Delivery Analyst

Location: Stoke/Manchester

About us
A leading and expanding motor insurance group, renowned for staff reward and recognition, is looking to add to our Service Delivery Team.

Purpose of role:

The purpose of the Service Delivery Analyst is to embed control and governance processes to protect and improve service, in line with business requirements and industry best practice. The Service Delivery Analyst must have a broad range of skills and Service Management process experience. They must have the ability to understand current and future business needs, and to ensure service impact is kept to a minimum through Major Incident, Change, IT Service Continuity, Disaster Recovery, Problem, Configuration and Risk Management processes. Collaborating with operations teams to identify and resolve the root causes of service performance failures, and to drive service improvements. Evaluating and managing the smooth transition of change into live service.

Key responsibilities & accountabilities:

1. Specialist experience in Change Management, Major Incident, IT Service Continuity, Disaster Recovery, Risk Management, Service Reporting, Problem Management.
2. Responsible for protecting service operations through change control and governance. Collaborating with operations teams to identify and resolve the root causes of service performance failures and to drive service improvements. Improving process compliance and efficiency. Embedding service management processes and improving maturity. Driving process quality as defined by expected process outcomes, customer alignment, and business value through measurement of overall effectiveness.
3. Administration of Change Management activities, including leading the Change Advisory Board (CAB), producing agendas and minutes, the production of management information, owning requests for changes (RFCs) and the change schedule. Assisting with the maintenance and development of the Configuration Management Database.
4. Coordinating and communicating rapid and effective response to major incidents. Compiling major incident reviews and facilitating the management of major incident root-cause identification and resolution.
5. Assisting the Service Desk Manager and Service Delivery Manager with business communications in relation to service outages, planned changes, and project work.
6. Governing the Problem, Change, IT Service Continuity, Transition, and Risk management processes and artifacts, providing support (where applicable) to the technical and business colleagues to guide their progress. Providing a centrally managed view of service continuity and risk progress, management information, and trends. Governing and championing the IT SC and Risk Management process across Technology and the business. Coordinating, planning, and executing service continuity and disaster recovery plans.
7. Producing management information on the status of BC and DR plans, including KPIs on their performance through test exercises.
8. Reviewing, maintaining, and updating the Technology department's risk register and clearly articulating risks to the business. Preparing, assigning, and tracking remediation activities for each risk.
9. Supporting risk assessment of current information technology infrastructure, applications, and services.
10. Supporting the maintenance of the Service Catalogue and Service Level Framework.
11. Understanding business drivers and service management impact across the IT technical estate and customer base to ensure that services contribute to business outcomes.
12. Effectively communicating with project managers and 3rd party suppliers, evaluating change requirements against other planned change activity in the interest of protecting service.
13. Defining and reporting on KPI metrics, including service review and availability reports: Ability to measure and communicate key performance metrics for IT services and analyze data to discover opportunities for service improvement, justify efforts to achieve targets, and intervene where corrective action is required.
14. Assisting in, and supporting activity in other areas of ISS IT Operations as required, including Service Delivery, IT Infrastructure, Information Security, and IT Administration.