IT Service Delivery Analyst

Harrods; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

Harrods is seeking an IT Service Delivery Analyst to support day-to-day operations across core Service Management processes, including incident, change, problem, risk and knowledge. You will also assist in production change & release activities and Major Incident support on a rota basis.

You will drive improvements, automation, dashboards, and reporting, and help manage the Forward Schedule of Change and release activities, collaborating with IT leadership and project teams to ensure smooth live

Qualifications

• Knowledge of IT service operation processes: event, incident, problem and change management.
• Experience with 1st or 2nd line support (service/front desk).
• Ability to build and present reports and translate technical language for stakeholders.

Responsibilities

• Produce and present regular reporting and trending to IT leadership and peers.
• Ensure failed changes and releases are investigated with lessons learnt.
• Support Service Design and Transition with IT teams to land services in live environment.

Skills

Service management

Incident management

Change management

Reporting & dashboards

Stakeholder communication

Job description

We are looking for an IT Service Delivery Analyst to join our IT team here at Harrods. You will support the day-to-day operational workload across our core Service Management processes (Incident, Change, Problem, Risk and Knowledge).This role will also require some out of hours support for Production Change & Release activities and Major Incident Support, which is rota’d.

About The Role

As the IT Service Delivery Analyst support the Service Management core functions and processes while driving improvements innovation and automation through our Service Management tooling. You will also assist in the design and delivery of service monitoring and assurance e.g., dashboards and reporting as well as assisting the management of Forward Schedule of Change and Release.

You will also

• Produce and present regular reporting and trending to IT leadership team and peers
• Ensure failed changes and releases are investigated and lessons learnt
• Support Service Design and Transition activities by working with Service Delivery Managers, Project teams and key stakeholders across IT to gracefully land services in the live environment
• Support the Configuration and Asset process by protecting the integrity of our data
• Support the Major Incident process by assisting MIMs, crafting communications and building status boards Working with Others

About You

The ideal candidate will have a good understanding of IT service operation processes (event, incident, problem, and change management). You must have previous experience with 1st or 2nd line support processes such as service/front desk).We are looking for someone who is comfortable with building and presenting reports (translate technical language which is then understand by score stakeholders).

You will also have the following

• Strong communication skills both written and verbal
• Attention to detail
• Hunger to learn
• Ability to work well in a team environment

About Us

Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers, and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences.

Our Promise to You

Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business.

At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.

If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or follow us on Instagram @togetherharrods.

Harrods reserve the right to close applications early if we receive a high number of applications for this role.