Service Delivery Analyst

Sse Enterprise; Inverness; Hybrid; GBP 51,000 - 61,000; Full time

Job summary

SSE's IT division is seeking a Service Delivery Analyst to support IT/OT service reporting, governance and escalation management across the Transmission Digital team. You will help improve service processes while handling incidents and requests in a fast-paced environment.

You will analyse IT/OT services, produce tailored reports for customer review meetings, and collaborate with internal and third-party providers to drive improvements.

Qualifications

• Experience delivering IT/OT services in medium to large organisations.
• Strong organisational and communication skills with ability to prioritise.
• Customer-focused approach to escalations and incidents under pressure.
• Good understanding of ITSM frameworks and best practices.

Responsibilities

• Manage incidents and requests through resolution with trend analysis.
• Analyse and report on IT/OT services for Service Delivery.
• Produce tailored service reports for customer review meetings.
• Identify issues, risks and opportunities for improvements.
• Support continuous service improvements across providers.

Skills

Experience in Service Delivery

Strong organisational skills

Effective communication

Customer-focused escalations handling

ITSM knowledge

Microsoft 365 proficiency

Data reporting

ServiceNow knowledge (desirable)

Tools

Microsoft 365

Data reporting tools

ServiceNow (desirable)

Job description

Service Delivery Analyst

• Job Number: 559523
• Closing at: Nov 11 2026 - 23:55 GMT

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 plan sees 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

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.