Service Delivery Analyst

Technopride Ltd; United Kingdom; On-site; GBP 35,000 - 55,000; Full time

Job summary

Technopride Ltd in the United Kingdom seeks a Service Delivery Analyst to monitor, improve, and report on IT service delivery across internal teams and third-party providers.

You will drive incident resolution, manage escalations, and ensure service performance aligns with SLAs while supporting cybersecurity and continuity documentation. Strong ITSM knowledge and ServiceNow experience are essential.

Qualifications

• Strong knowledge of IT Service Management (ITSM) principles.
• Experience using ITSM tools such as ServiceNow.
• Awareness of cybersecurity standards.
• Excellent communication and stakeholder management skills.

Responsibilities

• Monitor and improve IT service delivery across internal teams and vendors.
• Define service requirements and oversee transitions of new or changed services.
• Prepare service performance reports and ensure SLA compliance.
• Support incident resolution and escalation management.
• Maintain up-to-date compliance and continuity documentation.

Skills

ITSM knowledge

ITIL practices

Stakeholder management

Analytical thinking

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Job description

We provide end-to-end IT solutions and services including Applications services, Data & Analytics services, AI/ML Technologies and Professional services in the UK and EU market.

Job Description

Role Overview

The Service Delivery Analyst is responsible for monitoring, analyzing, and improving IT service delivery across internal teams and third-party providers. This role ensures effective management of service performance, escalations, and reporting while driving continuous improvement in the quality and reliability of IT services.

Key Responsibilities

Customer Service & Relationship Management

Support and promote innovative service delivery practices that anticipate and meet customer needs.

Maintain strong relationships with business stakeholders and IT partners to ensure alignment of service expectations and delivery.

Service Transition & Operations

Define and clarify service requirements to ensure smooth transition of new or changed services into live operations.

Support the delivery and maintenance of secure, reliable, and compliant IT services.

Assist in resolving major incidents and managing escalations promptly and effectively.

Coordinate with technical teams and service providers to minimize service disruptions.

Service Reporting & Performance Management

Prepare service performance reports, dashboards, and communications tailored for different audiences.

Monitor compliance with Service Level Agreements (SLAs) and identify areas for improvement.

Collaborate with internal teams and external vendors to ensure consistent and high-quality service delivery.

Maintain up-to-date compliance and continuity documentation in alignment with audit and regulatory standards.

Service Improvement & Cybersecurity

Support continual service improvement initiatives and contribute to regular service review meetings.

Help protect IT services and data from cyber threats by adhering to security standards, identifying risks, and reporting incidents.

Key Working Relationships

Service Delivery Manager: Regular updates on progress, issues, and service performance.

Customers and Stakeholders: Engage to gather requirements, provide updates, and manage expectations.

Technical and DevOps Teams: Collaborate to address technical challenges and drive operational improvements.

Service Providers and Partners: Coordinate across internal and external delivery teams to ensure end-to-end service continuity.

Knowledge, Skills, and Experience

Business & Technical Knowledge

Strong understanding of IT Service Management (ITSM) principles and ITIL best practices.

Experience using ITSM tools such as ServiceNow or equivalent platforms.

Awareness of IT operations, infrastructure, and cybersecurity standards.

Personal Attributes

Customer-focused, proactive, and adaptable, with a strong sense of ownership and accountability.

Excellent communication, interpersonal, and stakeholder management skills.

Analytical thinker with strong problem-solving abilities and a “can-do” approach.

Impact & Decision-Making

Contributes to the successful delivery of multiple service-related projects annually.

Responsible for identifying when to escape issues and for maintaining accurate service and compliance documentation.

Preferred Qualifications

Bachelor’s degree in Information Technology, Computer Science, or a related discipline.

ITIL Foundation certification or equivalent experience preferred.