Service Delivery Analyst

Compare the Market; Peterborough; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading company in financial services is seeking a Service Delivery Analyst to enhance their automated quoting engine. This role involves managing third-party vendor relationships, ensuring service governance, and supporting business continuity. The ideal candidate will have strong organizational skills, a background in IT contract management, and a proactive approach to service delivery. Join a talented team in an inclusive culture that values creativity and continuous improvement.

Benefits

Generous holiday allowance

Private healthcare

Electric car scheme

Paid development days

Wellbeing and CSR days

Qualifications

• Experience managing 3rd party relationships and understanding IT contracts.
• Ability to manage competing priorities in a fast-paced environment.
• Basic knowledge of IT software development life-cycle and Risk Management Frameworks.

Responsibilities

• Define and agree Application Support models with vendors.
• Support business via incident & problem escalation.
• Produce detailed service reporting and documentation.

Skills

Administrative skills

Organizational skills

Interpersonal skills

Risk Management

Continuous Service Improvement

Job description

Our purpose is to make great financial decision making a breeze for everyone, and that purpose drives us every day.
It’s why we’re on a mission to create an automated quoting engine, with the simplest of experiences, wrapped in a brand everyone loves!
We change lives by making it simple to switch and save money and that’s why good things happen when you meerkat.

We’d love you to be part of our journey.
As the Service Delivery Analyst, you’ll support the Service Delivery function, Enterprise Services, in delivering and maintaining quality business solutions. Liaise with the business and Vendors to maintain service governance/assurance in relation to our 3rd party solutions and to build and maintain great relationships with our suppliers.

Everyone is welcome.
We have a culture of creativity. We approach our work passionately, improve constantly and celebrate our wins at every turn. We are an inclusive workplace and our employees are comfortable bringing their authentic, whole selves to work. Everyone is welcome. Be you.
This means we’re excited to hear from people with a range of skills, experiences and ideas. We don’t expect you to tick all the boxes, but would love to hear what makes you great for this role.

Some of the great things you’ll be doing:
• Define and agree Application Support models including appropriate Service Level Agreements across the portfolio in partnership with Business Owners and vendors. Ensuring KPI’s are in place and are monitored with business owners and vendors in quarterly business reviews.
• Support the business via incident & problem escalation to Vendors and internal resolver groups and owning through to resolution
• Ensure Enterprise Technology adherence to the ‘CtM Third Party Management Policy’ and the correct processes are followed for supplier on-boarding, supplier categorisation and supplier service reviews
• Embedding Business Service Review Meetings with key Business stakeholders across CtM, ensuring that technology and application roadmaps are defined.
• Produce detailed service reporting and associated documentation
• Support the business users in Service Continuity and Disaster Recovery planning and testing
• Gather and analyse Vendor KPI data, escalating all instances of non-compliance to contracted terms
• Actively manage risks and controls within the Service Delivery remit eg software licence management, ensuring compliance with audit requirements and internal control frameworks
• Manage small change requests though the complete lifecycle
• The transition of projects from development/pre-support into Enterprise Applications
• Be an ambassador for Enterprise Application solutions by understanding their functional use and promoting their benefits to the organisation
• Invoice and PO processing and associated cost tracking/forecasting
• Develop and maintain the team intranet site and supplier team sites

What we’d like to see from you:
• Excellent administrative and organisational skills, including time management and prioritisation of tasks.
• Excellent interpersonal skills with ability to relate to, and communicate/influence, with people at all levels
• Experience managing 3rd party relationships and understanding of IT contract legal terms
• A good understanding or Continuous Service Improvement processes
• A basic knowledge of the IT software development life-cycle, particularly with 'software as a service' applications
• A basic knowledge of Risk Management Frameworks
• Able to manage competing priorities in a fast-paced environment

There’s something for everyone.
We’re a place of opportunity. You’ll have the tools and autonomy to drive your own career, supported by a team of amazingly talented people.
And then there’s our benefits. For us, it’s not just about a competitive salary and hybrid working, we care about what matters to you. From a generous holiday allowance and private healthcare to an electric car scheme and paid development, wellbeing and CSR days, we’ve pretty much got you covered!

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