IT Service Delivery Analyst: Elevate Service Management

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

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