Service Delivery Analyst

NatWest Group; City of Edinburgh; Remote; GBP 80,000 - 100,000; Full time

Job summary

A leading banking institution is seeking a Service Delivery Analyst to ensure high service stability through technology management. This role involves supporting services, collaborating with stakeholders, and ensuring continuous improvement in a remote work environment. Candidates should have a strong background in service management, Agile, and DevOps practices.

Qualifications

• Must possess knowledge in technology service management disciplines.
• Ability to communicate complex technical concepts clearly to colleagues.
• Technical knowledge including platform and products.

Responsibilities

• Deliver service stability and recovery.
• Provide technical and operational support for services.
• Collaborate and share expertise for continuous improvement.

Skills

Communication

Agile practices

DevOps practices

Analytical skills

Stakeholder management

Tools

Industry standard toolsets

Job description

Overview

Join us as a Service Delivery Analyst

Responsibilities

You’ll play a crucial role in providing excellent service through the delivery of one or more technology service management disciplines, at a high level of complexity and criticality. You’ll have the opportunity to collaborate, communicate, and influence stakeholders at all levels across the bank and externally in your technology service management area. All the while you’ll be supporting better collaborative working practices by looking at the end-to-end flow across services and customer journeys.

• If you’re passionate about service, with an eye for detail, we have an opportunity for you to help drive bank-wide service stability
• You’ll be contributing to the diligent and high-quality delivery of a technology service management area of your specialist knowledge
• This challenging role will offer you professional stretch and development and the opportunity to make a positive impact from the outset
• This is a shift-based role following a four on, four off pattern including night shift

Responsibilities – ongoing

• Proactively deliver at pace when recovering or protecting service, acting with thoroughness when considering the risk to service
• Undertake and deliver technical and operational support for relevant services, activities and processes in support of bank-wide service stability, picking up complex scenarios
• Work collaboratively with colleagues by sharing expertise of existing processes and procedures, to enable an environment of continuous improvement
• Work within a safe environment culture, and look to innovate and use fast feedback loops to translate improvement opportunities into practical outcomes

The skills you'll need

We’re looking for a capable communicator, who has knowledge of one or more technology service management disciplines. You’ll also need an understanding of Agile and DevOps practices spanning value stream, portfolio, platform and feature team levels.

Additionally, we’ll be looking for:

• Technical knowledge, including platform, technology, products and domains
• Knowledge of relevant industry standard toolsets and processes to drive up customer service within an IT environment
• The ability to communicate complex technical concepts clearly to colleagues up to management level
• Good collaboration and stakeholder management skills
• Strong analytical skills, ability to understand complex issues and evaluate multiple options to determine the most appropriate action within risk appetite

Hours

35

Job Posting Closing Date: 25/09/2025

Ways of Working: Remote First