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Sunderland, Tyne And Wear
Vermelo RPO
Service Delivery Analyst
Fantastic opportunity to join a well established team within a vibrant, growing business.
This is a hybrid position that can be based from either of our offices in Peterborough, Chesterfield, Sunderland or Tunbridge Wells.
Role Purpose:
- Supporting Service Operations and the wider business through the management of Service Delivery processes.
- Contribute to the system availability, resilience and stability through troubleshooting and problem analysis of incidents and service events, and governance of the change management process.
- Contribute to a continuous improvement culture to improve practices, knowledge, skills, and processes to increase service levels to customers.
- Provide expertise in technical and operational processes and practices.
Key Accountabilities and Responsibilities:
- Support the Major Incident Management and Problem Management processes to maintain system stability and availability to business needs.
- Champion continuous improvement through learning and root cause analysis
- Undertake service delivery activities with service partners to ensure service levels are maintained.
- Contribute towards developing a collaborative, high performing team.
- Creation of operational reporting, providing trend analysis and insights
- Identify and implement operational process and practice improvements.
- Support the Change Management process/Change Approval Body
- Assist with operational governance and technology audits.
- Develop and maintain system metrics and monitoring.
Skills, Experience and Knowledge Required:
- Working in IT Operations, Incident/Problem and Change Management.
- Analytical mindset and problem solving.
- Ability to master new skills quickly.
- Coordinating & managing operational processes.
- Developing and maintaining metrics and monitoring.
- Strong communication; capable of managing multiple priorities.
- ITIL framework. (Advantageous)
- Confidence to challenge current ways of working. (Advantageous)
- Data analytics and tools such as Excel and PowerBI. (Advantageous)
What we offer in return?
- A collaborative and fast paced work environment
- 25 days annual leave plus of Bank Holidays and the ability to buy an additional five days holiday
- Health Cash Plan
- A benefit scheme that offers discounts and cashback on shopping, restaurants, travel and more
- Life Assurance 4x annual salary
- Hybrid working model- from either of our offices in Peterborough, Chesterfield, Sunderland or Tunbridge Wells
