IT & OT Service Delivery Specialist (Hybrid)

Sse Enterprise; Glasgow; Hybrid; GBP 51,000 - 61,000; Full time

Benefits offered by this job

Private healthcare

Gym membership discounts

Online GP

Cycle to Work program

Family entitlements (maternity/adp.)

Job summary

SSE is seeking a Service Delivery Analyst to join the Transmission Digital team. You will support reliable IT and OT services through reporting, governance and escalation management, helping improve service processes alongside project activity.

Based in Scotland with a flexible first approach, you will spend 50% of your week in Glasgow, Perth, Aberdeen or Inverness and collaborate with internal and third‑party teams to drive continuous service improvements in a fast‑paced environment.

Qualifications

• Experience in Service Delivery/IT support for business-critical systems.
• Strong organisational, communication and time management skills.
• Customer-focused approach to managing escalations and incidents.
• Understanding of ITSM principles and best practices.
• Proficiency with Microsoft 365 and data reporting tools; ServiceNow is desirable.

Responsibilities

• Manage incidents and requests through resolution with root-cause analysis.
• Analyse and report on IT/OT services for the Service Delivery function.
• Produce tailored service reports and communications for customer review meetings.
• Identify issues, risks and improvements in IT/OT services.
• Support continuous service improvements across internal, group and third-party providers.

Skills

Service Delivery experience

Organisational skills

Communication skills

Time management

Customer-focused mindset

Tools

Microsoft 365

Data reporting tools

ServiceNow

Job description

SSE is seeking a Service Delivery Analyst to join the Transmission Digital team. You will support reliable IT and OT services through reporting, governance and escalation management, helping improve service processes alongside project activity.

Based in Scotland with a flexible first approach, you will spend 50% of your week in Glasgow, Perth, Aberdeen or Inverness and collaborate with internal and third‑party teams to drive continuous service improvements in a fast‑paced environment.