Service Delivery Analyst

Markerstudy Group; Peterborough; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

Join a vibrant and growing business as part of a well-established team in a hybrid role focused on IT Operations. You will support service delivery and continuously improve processes while working with multiple functional teams. The company offers a collaborative work environment and significant benefits including life assurance and flexible working options.

Benefits

Days of annual leave plus Bank Holidays

Health Cash Plan

Benefits scheme for shopping and travel

Life Assurance at 4x annual salary

Qualifications

• Experience in IT Operations, Incident/Problem, and Change Management.
• Ability to learn new skills quickly.
• Experience in managing operational processes.

Responsibilities

• Support Major Incident Management and Problem Management processes.
• Create operational reports and conduct trend analysis.
• Champion continuous improvement and root cause analysis.

Skills

Analytical mindset

Problem-solving skills

Strong communication

Data analytics

Tools

Excel

PowerBI

Job description

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Fantastic opportunity to join a well-established team within a vibrant, growing business.

This is a hybrid position that can be based from either of our offices in Peterborough, Chesterfield, Sunderland or Tunbridge Wells.

Role Purpose:

• Supporting Service Operations and the wider business through the management of Service Delivery processes.
• Contribute to system availability, resilience, and stability through troubleshooting and problem analysis of incidents and service events, and governance of the change management process.
• Contribute to a continuous improvement culture to enhance practices, knowledge, skills, and processes to increase service levels to customers.
• Provide expertise in technical and operational processes and practices.

Key Accountabilities and Responsibilities:

• Support Major Incident Management and Problem Management processes to maintain system stability and availability.
• Champion continuous improvement through learning and root cause analysis.
• Undertake service delivery activities with service partners to ensure service levels are maintained.
• Contribute towards developing a collaborative, high-performing team.
• Create operational reports, providing trend analysis and insights.
• Identify and implement operational process and practice improvements.
• Support the Change Management process/Change Approval Body.
• Assist with operational governance and technology audits.
• Develop and maintain system metrics and monitoring.

Skills, Experience and Knowledge Required:

• Experience in IT Operations, Incident/Problem, and Change Management.
• Analytical mindset and problem-solving skills.
• Ability to learn new skills quickly.
• Experience in coordinating and managing operational processes.
• Developing and maintaining metrics and monitoring systems.
• Strong communication skills; capable of managing multiple priorities.
• Confidence to challenge current ways of working (advantageous).
• Data analytics skills and familiarity with tools such as Excel and PowerBI (advantageous).

About us

Markerstudy Insurance Services Limited (MISL) is one of the largest Managing General Agents in the UK. We have a strong presence in the UK motor insurance market, specializing in niche motor cover, leveraging our market knowledge and experience to create targeted products.

Our success is underpinned by our underwriting strategy to identify and apply special risk factors to benefit our customers. Our skilled underwriting technicians are friendly, accessible, and empowered to make decisions.

We transact business exclusively through professional UK insurance intermediaries and pride ourselves on fostering excellent working relationships. Our products are featured on aggregators' sites like Confused.com, Go Compare, and Compare the Market via our broker partners.

What we offer in return?

• A collaborative and fast-paced work environment.
• Days of annual leave plus Bank Holidays, with the option to buy an additional five days.
• Health Cash Plan.
• A benefits scheme offering discounts and cashback on shopping, dining, travel, and more.
• Life Assurance at 4x annual salary.
• Hybrid working model from offices in Peterborough, Chesterfield, Sunderland, or Tunbridge Wells.