IT Service Delivery Analyst

Michael Page; Birmingham; On-site; GBP 30,000 - 32,000; Full time

Job summary

A leading recruitment agency is looking for an experienced IT Service Delivery Analyst to join a Not-For-Profit organization in Birmingham. This role involves managing IT service performance, vendor relationships, and driving innovation in NHS support. Candidates should have hands-on IT service delivery experience and familiarity with tools like ServiceNow or Jira. The position offers a competitive salary range of £30,000 - £32,000 and a comprehensive benefits package, including an NHS pension.

Benefits

On-Call Allowance

Fantastic benefits package

Career progression opportunities

Qualifications

• 2-3 years in a hands-on IT service delivery role.
• Familiarity with SLAs and performance measurement.
• Ability to navigate incident, problem, and change management.

Responsibilities

• Track SLAs and KPIs to ensure IT service performance.
• Coordinate with internal teams and external vendors.
• Manage relationships with third-party vendors.
• Document IT processes and create user-friendly guides.
• Drive adoption of key NHS Out-of-Hours CRM platforms.

Skills

Hands-on IT service delivery experience

Experience with ITSM tools like ServiceNow or Jira Service Desk

Understanding of SLAs

Knowledge of IT infrastructure and networks

Basic data analysis skills

Tools

ServiceNow

Jira Service Desk

Job description

• A chance to join a thriving Not-For-Profit as they scale their internal IT team.
• An IT Service Delivery Analyst role operating in an ITIL environment.

About Our Client

• Michael Page are proud to be partnered with a thriving Not-For-Profit who specialise in delivering outstanding services for NHS patients.
• Following continued investment, and exciting growth, they are now expanding their Birmingham team, and hiring for 2 x IT Service Delivery Analyst roles to join their talented technology function.

Job Description

The IT Service Delivery Analyst role will be extremely varied, and include the following responsibilities:

• 
  
  Service Excellence & Performance Monitoring - You'll take ownership of IT service performance by tracking SLAs and KPIs, turning data into actionable insight. You'll produce clear, meaningful reports that highlight trends, pinpoint service gaps, and support the Head of IT in driving improvements.
• 
  
  Stakeholder & Team Collaboration - You'll be the go-to person for bridging the gap between IT and the wider business. Whether you're coordinating with service desks, internal teams, or external vendors, you'll ensure smooth, timely, and effective service delivery. You'll also keep stakeholders in the loop with clear updates on outages, changes, or performance issues.
• 
  
  Vendor Oversight & Partnership Management - You'll help manage third-party vendors to ensure they're delivering as promised. You'll monitor performance, address issues, and maintain strong relationships to keep service levels consistently high.
• 
  
  Process & Documentation Management -You'll ensure that every IT process and policy is clearly documented and regularly updated. You'll also create user-friendly guides that help service desk teams and support staff deliver consistent, reliable service.
• 
  
  System Innovation & Adoption - You'll be instrumental in driving innovation and adoption of key NHS Out-of-Hours CRM platforms, ensuring these systems are used to their full potential in delivering effective patient care.

The Successful Applicant

As the successful candidate for the IT Service Delivery Analyst position, you will have the following experience:

• 2-3 years in a hands-on IT service delivery role, with a strong understanding of the importance of reliable, high-quality IT support.
• Experience with ITSM tools like ServiceNow, Jira Service Desk, or similar platforms, and know how to manage workflows efficiently.
• You will have worked with SLAs and know how to keep performance on track - measuring it, improving it, and owning it.
• A solid grasp of IT infrastructure, networks, and application support - you don't need to be an engineer, but you speak the language.
• You're comfortable navigating incident, problem, and change management processes.
• You know your way around basic reporting tools and data analysis, and you can spot trends that lead to smarter decisions.
• Whilst not essential, bonus points if you have a background in NHS patient care - you understand the stakes and why service matters so much in this environment.
• This role includes being on-call remotely during weekends on a rotational basis (1 weekend in 2), ensuring continued support for our services, so you wil be flexible to work to this pattern.
• The role will be hybrid, with 4 days in the office and 1 day remote. You will preferably be based local to Birmingham, and have the ability to drive to two separate Birmingham sites where required.

What's on Offer

• Starting salary of £30,000 - £32,000.
• On-Call Allowance.
• Fantastic benefits package, including NHS pension.
• Superb career progression opportunities within a growing, stable Not-For-Profit organisation that is really making a positive difference to people's lives.