Service Delivery Analyst

Markerstudy Ltd; City of Westminster; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading service management firm in the United Kingdom is seeking a Service Delivery Analyst to enhance service quality through IT Service Management processes. The role involves strong ITIL expertise, analytical skills, and collaboration with teams to drive improvements. Key responsibilities include managing change and incidents, maintaining KPIs, and ensuring smooth service transitions. The position offers a flexible hybrid working model across various locations, including Manchester and Stoke‑On‑Trent.

Qualifications

• Proven experience in IT Service Management across the service lifecycle.
• In‑depth knowledge of ITIL best practices and process improvement.
• Hands‑on experience in Change, Major Incident, and Configuration Management.

Responsibilities

• Embed ITIL processes across Change, Major Incident, and Service Continuity.
• Drive process compliance and efficiency.
• Coordinate response to Major Incidents and facilitate post‑incident reviews.

Skills

ITIL process expertise

Analytical skills

Service improvement

Stakeholder communication

Change management

Job description

Service Delivery Analyst – Locations available: Peterborough, Manchester, Stoke‑On‑Trent, Chesterfield (flexible hybrid working). We have offices in the above locations and are open to largely remote work with occasional office travel.

Role Purpose

The Service Delivery Analyst ensures robust governance and control across IT Service Management processes to protect and enhance service quality in line with business objectives and industry best practice. This role requires strong ITIL process expertise, analytical skills, and the ability to minimise service impact through effective management of Major Incidents, Change, IT Service Continuity, Disaster Recovery, Problem, Configuration, and Risk Management. The analyst collaborates with technical and business teams to resolve root causes of service issues, drive continuous improvement, and ensure smooth transition of changes into live service.

Key Responsibilities

• Embed and mature ITIL aligned processes across Change, Major Incident, Problem, Risk, and Service Continuity.
• Protect service operations through effective change control and governance.
• Drive process compliance, efficiency, and quality based on defined outcomes and business value.
• Administer Change Management activities, including leading CAB meetings, managing RFCs, and maintaining the change schedule.
• Support development and maintenance of the Configuration Management Database (CMDB).
• Coordinate rapid response to Major Incidents, ensuring timely communication and resolution.
• Facilitate post‑incident reviews and root‑cause analysis to prevent recurrence.
• Govern IT Service Continuity and Disaster Recovery processes; plan and execute DR tests.
• Maintain and report on risk registers, articulate risks to stakeholders, and track remediation activities.
• Provide management information and KPIs on continuity and risk performance.
• Produce service performance reports, including KPIs, SLAs, and availability metrics.
• Communicate effectively with stakeholders, project managers, and third‑party suppliers to safeguard service during change and transition.
• Identify service improvement opportunities through data analysis and trend recognition.
• Deliver CSI initiatives aligned to agreed plans and business priorities.

Key Skills and Experience

• Proven experience in IT Service Management across the service lifecycle.
• In‑depth knowledge of ITIL best practices and process improvement.
• Hands‑on experience in multiple areas: Change, Major Incident, Service Continuity, Disaster Recovery, Risk, Problem, and Configuration Management.
• Ability to negotiate and define SLAs and KPIs with stakeholders.
• Experience in protecting service through effective change and risk management.
• Desirable: Keen interest in IT and developments in the sector.
• Desirable: Attention to detail, analytical abilities and the ability to recognise trends.
• Desirable: ITIL qualifications across the service lifecycle framework, including Service Operation and Service Transition.