Service Delivery Analyst (Cloud Security)

SSE plc; Reading; On-site; GBP 51,000 - 61,000; Full time

Benefits offered by this job

Flexible first working pattern

Private healthcare discounts

Wellbeing and counselling services

Cycle to Work scheme

Family entitlements

Job summary

SSE plc is seeking a Service Delivery Analyst within the Group IT Cloud team based in Reading or Havant. The role focuses on service reporting, backlog management and security posture improvements to mature cloud capabilities.

You will collaborate with heads of Cloud, service delivery managers and technical leads to prioritise work, support governance for new products, and maintain cloud knowledge in the CMDB and SharePoint content.

Qualifications

• Experience in enterprise IT environment with service delivery.
• Able to translate complex issues into clear messages.
• Experience producing reports and KPIs.
• Familiarity with cloud-based services and governance.
• Knowledge of security posture reporting is a plus.

Responsibilities

• Support reporting on service health KPI and incidents.
• Backlog management and security remediation focus.
• Collaborate with technical leads to prioritise work.
• Support service introduction governance for new products.
• Maintain CMDB entries and SharePoint service content.

Skills

Enterprise IT experience

Service delivery focus

Cloud-related experience

Strong communication

KPI/reporting experience

Tools

PowerBI

ServiceNow

Azure DevOps

JIRA

Job description

Base Location: You'll be expected to spend 50% of your working week in one of the following locations : Reading or Havant

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

Working Pattern: Permanent| Full Time | Flexible First options available

The Role

As Service Delivery Analyst within the Group IT Cloud team, you would be responsible for supporting the Head of Cloud, Service Delivery Manager and leads within the team with service related work, including reporting, supporting our demand management & backlog processes, and being a contact for both internal customers and our IT Operations support partner. This role has a focus on security within the cloud, to help mature our capabilities in reporting, tracking and prioritising security posture improvements.

This role covers three main areas: service health & KPI reporting, backlog management and stakeholder engagement.

The role provides an opportunity for a motivated, proactive and inquisitive candidate to get involved in supporting various aspects of operational delivery within the Cloud team and get exposure to a wide range of roles, teams and types of work.

You will:

• Support the Service Delivery Manager with reporting related to service health, such as KPIs relating to service availability, incidents, ticket handling and platform usage, with a particular focus on security posture (for example vulnerability counts, patching status)
• Support team leads with reporting related to continuous service improvement work and backlog management with an additional focus on security remediation
• Collaborate closely with technical leads to support operational delivery, through helping to manage/prioritise the backlog of work (populated via technical leads or our demand process) and support sprint & scrum processes
• Support the Service Delivery Manager and team leads with the service introduction process, ensuring that the correct governance and checks are followed to allow the team to support new products/capabilities
• Help support engagement with internal customers through supporting knowledge management, including helping to maintain Cloud related entries in the CMDB, collaborating with technical leads on SharePoint content & ensuring it maintains a service focus

You have:

• Experience working in an enterprise IT environment and experience or strong interest in the service delivery and management area, preferably with experience of working in a Cloud related role
• A strong communicator, able to translate messages, simplify and summarise issues in a straightforward and succinct manner, and an awareness of business change concepts
• A focus on service delivery rather than technical delivery, and what is needed to a deliver a technical product or capability as a service
• Experience with producing reports and collating KPIs, experience with PowerBI would be beneficial but not required
• Experience with ITSM tools such as ServiceNow, and task management tools such as Azure DevOps or JIRA

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

SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. Please contact [e-mail] / 01738 275 846 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.

#LI-DB1

#LI-Hybrid