Service Delivery Analyst

Anson McCade Pty; Bolton; Hybrid; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Bonus up to £2,500

Pension contributions 14%

Flexi leave 15 days

Overtime opportunities

Enhanced parental leave

subsidised meals

Job summary

Anson McCade Pty in Bolton is seeking a Service Delivery Analyst to join a UK defence and technology sector IT team. You will support ITIL-based processes across Incident, Change and Problem Management and help ensure service levels are met.

The role suits someone with 2–5 years in IT service delivery, familiar with ServiceNow, Remedy or Jira, and a proactive mindset for continual improvement within a hybrid, 3-days-onsite schedule.

Qualifications

• 2–5 years IT service management or IT Operations experience
• ITIL Foundation certification (V3 or above)
• Experience with ITSM tools such as ServiceNow, Remedy or Jira

Responsibilities

• Support ITIL-based service management processes (Incident, Change, Problem).
• Coordinate service delivery across IT teams and business functions.
• Monitor service performance and produce service reports.
• Analyse service data and identify trends and areas for improvement.
• Support continual service improvement initiatives and enhance processes.

Skills

ITIL Foundation

ITSM / Service Management

Stakeholder management

Communication skills

Continuous improvement

Tools

ServiceNow

Remedy

Jira

Job description

Salary: Up to £50,000 | Bolton | Hybrid – 3 days onsite

Company Overview

An opportunity has arisen to join a leading organisation operating within the UK defence and technology sector. The business plays an important role in supporting critical technology and infrastructure, with a strong focus on maintaining reliable services and driving continuous improvement.

Role Overview

We are looking for a Service Delivery Analyst to join an established IT team, supporting the effective delivery and management of IT services across the business.

Working alongside teams across IT Operations, Network Security and Infrastructure Projects, you will help ensure service management processes are running effectively, service levels are maintained and opportunities for improvement are identified.

This is a great opportunity for someone with around 2–5 years of experience in IT service management or service delivery who is looking to develop their career within a large, complex organisation.

Key Responsibilities:

• Support ITIL-based service management processes, including Incident, Change and Problem Management.
• Coordinate service delivery activities across multiple IT teams and business functions.
• Monitor service performance, maintain accurate records and produce service reports.
• Analyse service data and identify trends, recurring issues and areas for improvement.
• Support continual service improvement initiatives, helping to enhance existing processes and ways of working.
• Liaise with internal stakeholders to ensure effective communication and resolution of service-related issues.
• Contribute to the development and implementation of service management procedures and best practices.

What We're Looking For

• Around 2–5 years of experience within IT Service Delivery, ITSM, Service Management or IT Operations.
• ITIL Foundation certification (V3 or above).
• Good understanding of Incident, Change and Problem Management.
• Experience working within an ITIL-driven environment.
• Familiarity with ITSM tools such as ServiceNow, Remedy or Jira.
• Experience producing service reports, monitoring SLAs or analysing service performance data.
• Strong organisational, communication and stakeholder management skills.
• A proactive approach with an interest in continuous improvement.

Additional Information:

• Experience within defence is not required.
• Previous networking experience is not essential.
• Candidates from any industry with relevant IT service management experience are encouraged to apply.
• Salary up to £50,000, depending on experience.
• Company performance-related bonus of up to £2,500.
• Pension contributions of up to 14% combined.
• Up to 15 additional days of flexi leave.
• Paid overtime opportunities.
• Enhanced parental leave.
• Subsidised meals and free onsite parking.