Service Delivery Analyst (contract)

Sword Group; City of Edinburgh; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Flexible working

Competitive pension scheme

Private health and well-being benefits

Employee assistance programme

Generous annual leave

Job summary

Sword Group is seeking a Service Delivery Analyst in the UK to ensure services for customers and internal users meet agreed SLAs and continuously improve. The role involves managing escalations during a ServiceNow upgrade and coordinating cross-functional teams.

We value strong communication, stakeholder management, and analytical reporting skills to drive service improvements and governance reporting across suppliers and operations.

Qualifications

• Monitors and reports on SLAs and KPIs; maintains service performance.
• Strong communication and stakeholder management required.
• Analytical and reporting skills essential.
• ServiceNow experience is required.
• Root cause analysis and problem solving.
• Customer service and relationship management.

Responsibilities

• Monitoring and reporting on SLAs, KPIs and service performance
• Managing customer and stakeholder relationships
• Coordinating teams to resolve service issues and escalations
• Leading or supporting service review meetings
• Identifying trends, recurring issues and improvement opportunities
• Driving continuous service improvement initiatives
• Supporting incident, problem and change management processes
• Producing governance reports and performance dashboards
• Working with suppliers and operational teams to ensure service delivery commitments are met

Skills

SLA/KPI monitoring

Stakeholder management

Service delivery

Analytical reporting

Root cause analysis

Customer service

Coordination

Change management

Tools

ServiceNow

ITIL

Dashboard tools

Job description

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.

We are looking for a Service Delivery Analyst this role is responsible for ensuring that services provided to customers or internal users are delivered effectively, meet agreed service levels, and continuously improve.

The team are currently going through a Service Now upgrade and a change of IT provider, therefore effectively managing escalations will be key within this role.

What this role looks like :

• Monitoring and reporting on SLAs, KPIs and service performance
• Managing customer and stakeholder relationships
• Coordinating teams to resolve service issues and escalations
• Leading or supporting service review meetings
• Identifying trends, recurring issues and improvement opportunities
• Driving continuous service improvement initiatives
• Supporting incident, problem and change management processes
• Producing governance reports and performance dashboards
• Working with suppliers and operational teams to ensure service delivery commitments are met
• ITIL Service Management experience
• Strong communication and stakeholder management
• Analytical and reporting skills
• ServiceNow experience
• Root cause analysis and problem-solving
• Customer service and relationship management

At Sword, our core values and culture are based on caring about our people, investing in training and career development and building inclusive teams where we are all encouraged to contribute to achieve success.

We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life. In addition to a Competitive Salary, here’s what you can expect as part of our benefits package:

Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.

Flexible working: Flexible work arrangements to support your work-life balance. We can’t promise to always be able to meet every request, however are keen to discuss your individual preferences to make it work where we can.

A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more…..

At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. If you don’t tick all the boxes but feel you have some of the relevant skills and experience we’re looking for, please do consider applying and highlight your transferable skills and experience. We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. Your perspective and potential are important to us.

If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.