IT Service Delivery Analyst

DFS; South Yorkshire; On-site; GBP 28,000 - 30,000; Full time

Job summary

A leading furniture retailer in Doncaster is seeking an IT Change Manager to oversee change management processes and ensure efficient execution within the organization. The role demands strong analytical and communication skills, along with a deep understanding of ITIL standards. The ideal candidate will have a background in IT service organizations and relevant certifications. This position offers a competitive salary along with various employee benefits.

Benefits

Annual bonus scheme

Growth and training opportunities

Discounts on products

Wellbeing perks including healthcare services

Qualifications

• Experience working in an IT service organisation or retail.
• Qualifications in IT Service Management such as ITIL.
• Experience in Change Management processes.

Responsibilities

• Manage the change queue efficiently and with minimal risk.
• Schedule and chair Change Advisory Board meetings.
• Conduct Post Implementation Reviews to assess changes.
• Act as a central point of communication during escalations.

Skills

Data analysis

Financial planning

Stakeholder management

Decision-making

ITIL knowledge

Change management

Communication skills

Education

Degree in Computing/IT or related field

Tools

ITIL certifications

Job description

Overview

Job Type: Permanent. Job Sector: IT. Region: Yorkshire. Location: Doncaster. Salary: £28,000–£30,000 dependent on experience. Posted: 12/10/2025. Recruiter: DFS. Job Ref: dfs/TP/113835/2905. Job Views: 1.

What you’ll be doing

• Manage the change queue to ensure changes are executed efficiently, with minimal risk to the organisation.
• Identify potential conflicts among active changes and determine optimal timing for implementing changes in production environments.
• Schedule and chair Change Advisory Board (CAB) and Emergency Change Advisory Board (eCAB) meetings, ensuring information is complete, accurate, and supports informed decision-making regarding change approvals, prioritisation, or rejections.
• Categorise and prioritise change requests in alignment with business objectives and operational priorities.
• Conduct Post Implementation Reviews (PIRs) to assess the effectiveness and impact of implemented changes.
• Maintain all change-related documentation, including policies, procedures, and templates.
• Update and manage the Forward Schedule of Change (FSC) and coordinate associated business communications.
• Track and report on change outcomes (successful and failed), identify patterns, perform root cause analyses (RCA), and recommend improvements to mitigate business risk.
• Perform final reviews, approvals, and authorisations for changes, reassessing risk and impact levels as necessary, requesting additional information, or rejecting changes that do not meet established requirements.
• Support IT audit activities, addressing findings and ensuring compliance with internal controls and standards.
• Act as a central point of communication between technical teams, business stakeholders, and service providers during service escalations or transitions.
• Collaborate with the Service Delivery team, release management, project teams, and operational stakeholders to ensure smooth service transitions and operational readiness prior to go-live.
• Work closely with other service management functions to ensure seamless integration and effectiveness of change and transition management processes.

What we’re looking for

• Strong data analysis skills, with the ability to interpret complex information and derive actionable insights.
• Financial planning and budgeting expertise, including the ability to assess asset-related costs and develop accurate budgets.
• Effective stakeholder and third-party management, fostering collaboration and maintaining strong working relationships across teams and vendors.
• Strong influencing skills, with the ability to gain buy-in and drive consensus across diverse stakeholders.
• Sound decision-making abilities, including prioritising work and changes in alignment with business objectives, breaking down complex problems into achievable goals, and identifying root causes quickly to resolve issues.
• Comprehensive knowledge of ITIL standards and industry best practices across service operations disciplines.
• Solid understanding of change and asset management frameworks, processes, and governance.
• Proactive and self-motivated, with a strong sense of ownership and accountability.
• Excellent communication skills, both written and verbal, with the ability to convey technical and business concepts clearly.

Experience / Qualifications

• Experience working in an IT service organisation or in a retail organisation.
• Degree (or equivalent) in Computing/IT or a related field, or equivalent IT industry experience.
• Qualifications, certifications and/or in-depth experience in IT Service Management such as ITIL, ITSMF, etc.
• Experience of formal risk & issue management within defined processes and frameworks.
• Experience in Asset Management approaches / methodologies.
• Experience in Change Management processes / methodologies.

DFS Benefits

• Potential Annual Bonus Scheme: Contribute to our success and be rewarded.
• Growth and Training: Learn new skills and develop your career with us.
• Leave: Holiday allowance with option to buy 5 extra days; enhanced leave for maternity, paternity, shared parental, and adoption, plus a paid volunteering day each year.
• Discounts: 30% off DFS and Sofology products for you, plus discounts for friends/family and savings at brands like Sainsbury’s, ASOS, and IKEA.
• Wellbeing Perks: Access healthcare services, an Employee Assistance Programme, and discounted gym memberships.
• Pension and Savings: Group Pension and Sharesave schemes.
• Life Assurance & Sick Pay: Life Assurance and Company Sick Pay.