It Service Delivery Analyst

Heron Foods; Wrexham; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A UK-based digital bank is seeking an IT Service Delivery Analyst in Wrexham. This role is crucial for enhancing service delivery and sustaining the stability of services. You will drive service improvements, monitor performance, and liaise with stakeholders. Ideal candidates have experience in Atlassian Jira administration, strong troubleshooting abilities, and knowledge of service management tools. The position offers competitive salary, hybrid working, and excellent benefits including 25 days holiday plus your birthday off.

Benefits

Competitive salary

25 days holiday PLUS your BIRTHDAY off

Pension contribution with Royal London

Private medical, dental and optical health insurance

Free breakfast available

Qualifications

• Experience in service delivery or systems administration.
• Strong IT service desk experience.
• Ability to understand technical disciplines.

Responsibilities

• Drive service improvement activities and processes.
• Monitor, manage, and report on IT service performance.
• Generate regular reports for management review.

Skills

Atlassian Jira Administration experience

Excellent communication skills

Strong troubleshooting and fault-finding skills

Understanding of Microsoft 365

Incident and problem management experience

Education

ITIL certification or demonstrable experience

Tools

Genesys telecommunications software

Service Management tools (e.g., Jira)

Job description

IT Service Delivery Analyst – Wrexham

Salary: The role is a key part of the IT Service Delivery function and is the face of service delivery for the bank. It plays a key role in the department's purpose of "Providing value enhancement through creating a seamless user experience by protecting, maintaining, and improving the stability of Chetwood services." It is responsible for the identification and running of improvements until completion for IT services, which includes helping to develop strategy, systems and processes using the most appropriate technology. Responsibilities also include the maintaining of the Service Improvement service desk ensuring accurate and detailed data is captured for all improvements.

Key Responsibilities

• Drive service improvement activities and processes whilst ensuring efficient logging, progression, and resolution within agreed timeframes.
• Escalate improvements and risks to internal and external stakeholders as appropriate.
• Conduct regular improvement analysis and colleague discussions to ensure key services within the business are operating in the correct manner and as efficiently as possible.
• Monitor, manage, and report on IT service performance, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Work in coordination with the other members of the IT Service Delivery Team to implement improvements which resolve Post Incident Review (PIR) actions.
• Act as the primary point of contact for certain service-related issues, liaising with internal stakeholders and service providers to ensure effective communication and service delivery.
• Maintain accurate documentation of IT service processes, procedures, and performance metrics. Generate regular reports for management review.
• Assist the IT Service Delivery Manager with trend analysis on Service Delivery performance.
• Continuously develop an understanding of new and existing IT toolsets within the business in order to support and/or develop as needed.
• Assist in maintaining, configuring, developing, and improving the Chetwood services under remit (such as Jira workspace, specifically focusing on company managed projects).
• Increase automation within the business using tools such as Jira automation and integrations such as Zapier.
• Work in coordination with relevant internal teams and vendors to maintain the services & tools under remit (such as the telecommunications system Genesys).

Internal: Bank staff across all levels; communicate and disseminate through a range of processes to different internal audiences.

External: Key partners - AWS, Salesforce, IPI, Infinity Group, Dell, etc.

Skills, Knowledge and Expertise

• Atlassian Jira Administration experience
• Previous experience in Service Delivery, or Sys Admin.
• Excellent communication skills.
• Excellent service and process improvement identification skills.
• Understanding of Microsoft 365.
• Understanding of Genesys telecommunications software.
• Strong IT service desk experience.
• Asset Management (e.g., Jira Assets).
• Understanding of good email security practices (e.g., phishing awareness).
• Good overall security practices.
• ITIL certification or demonstrable experience working in an ITIL aligned environment.
• Experience with one, or more, Service Management tools (e.g., Jira or Service Now).
• Ability to understand technical disciplines.
• Incident and problem management experience.
• Strong troubleshooting and fault-finding skills.
• Strong cloud collaboration skills and experience.
• Understanding of IT Security and compliance.
• Ability to plan and prioritise workload.
• Some knowledge of change management.
• Some knowledge of problem management.
• Some knowledge of risk management.

Benefits

• Competitive salary
• 25 days holiday PLUS your BIRTHDAY off
• Pension contribution with Royal London
• Life Assurance
• Private medical, dental and optical health insurance with Axa
• Hybrid working – Wrexham
• Free breakfast available

About Chetwood Bank

We're a UK-based digital bank dedicated to getting the basics right and offering straightforward savings and mortgages.

Data Protection

We anticipate that we will retain your data as part of the recruitment process for no longer than is necessary for the purpose for which it was collected unless we have sought your consent to keep your data for future suitable job vacancies. The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by https://www.cifas.org.uk/fpn. Chetwood Bank does not accept speculative or unsolicited CVs from Recruitment Agencies. Any unsolicited CVs received will be treated as the property of Chetwood Bank and Terms & Conditions associated with the use of such CVs will be considered null and void.