Service Delivery Analyst

SSE plc; Glasgow, Perth, Aberdeen City, Inverness; Hybrid; GBP 51,000 - 61,000; Full time

Job summary

SSE plc is seeking a Service Management professional within Transmission Digital to support reliable IT and OT services across SSE Transmission, focusing on reporting, governance, stakeholder engagement and escalation management.

You will analyze IT/OT services, produce tailored service reports for review meetings, identify issues and risks, and drive continuous service improvements with internal and third-party IT providers.

Qualifications

• Experience in Service Delivery or ITSM in medium-to-large organisations.
• Strong organisational, communication and time-management skills.
• Customer-focused approach to escalations, incidents and requests.
• Proficiency in Microsoft 365 and data reporting tools.
• Knowledge of ITSM frameworks is desirable.

Responsibilities

• Manage incidents and requests through resolution with trend/root-cause analysis.
• Analyse and report on IT/OT services for the Service Delivery function.
• Produce tailored service reports for customer review meetings.
• Analyse IT/OT services to identify issues, risks and improvements.
• Support continuous service improvements across internal and third-party IT providers.

Skills

Service Delivery

ITSM knowledge

Organisational skills

Communication skills

Time management

Customer focus

Microsoft 365

Data reporting

ServiceNow

Tools

ServiceNow

Microsoft 365

Job description

Base Location

You'll be expected to spend 50% of your working week in one of the following locations: Glasgow, Perth, Aberdeen, Inverness

Salary

£50,964 - £60,899 + a range of benefits to support your finances, wellbeing and family.

Working Pattern

Permanent | Full Time | Flexible First options available

The role

Service Management within Transmission Digital is a fast-paced environment. This role supports reliable IT and Operational Technology (OT) services across SSEN Transmission through reporting, governance, stakeholder engagement and escalation management, while helping improve service processes alongside project and programme activity.

You will

• Manage customer incidents and requests through resolution, using trend and root-cause analysis to prevent recurrence.
• Analyse and report on IT/OT services for the Service Delivery function.
• Produce tailored service reports and communications for customer review meetings.
• Analyse IT/OT services to identify key issues, operational risks and improvements.
• Support continuous service improvements across internal, group and third-party IT providers.

You have

• Experience in Service Delivery, Service Management or IT support for business-critical systems in medium to large organisations; OT support experience is desirable.
• Strong organisational, communication and time management skills, with the ability to prioritise competing demands in a fast-paced environment.
• A customer-focused, proactive approach to managing escalations, incidents, problems and service requests under pressure.
• Broad IT service experience and a good understanding of ITSM principles, frameworks and best practices.
• Proficiency in Microsoft 365 and data reporting tools; ServiceNow knowledge is desirable.

About SSE

SSE’s purpose is to provide energy needed today while building a better world of energy for tomorrow. We do this by developing, building, operating and investing in electricity infrastructure and businesses needed in the energy transition. Our Transforming for Growth investment plansees us investing £33bn in critical electricity infrastructure across the five years to 2030.

Our IT division powers growth across all SSE business areas by making sure we have the systems, software and security needed to take the lead in a low carbon world. They provide expertise, advice and day-to-day support in emerging technologies, data and analytics, cyber security and more.

Flexible benefits to fit your life

Enjoy discounts on private healthcare and gym memberships. Wellbeing benefits like a free online GP and 24/7 counselling service. Interest-free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. As well as generous family entitlements such as maternity and adoption pay, and paternity leave.

Work with an equal opportunity employer

SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. Please contact [e-mail] / 01738 344049 to discuss how we can support you.

We're dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry.