Service Delivery Analyst — ITIL, ServiceNow & Improvements

Sword Group; Inverness; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Competitive salary

Flexible working

Pension scheme

Private health

Well-being program

Employee assistance

Job summary

Sword Group is seeking a Service Delivery Analyst to ensure services to customers and internal users are delivered effectively, meet agreed SLAs and KPIs, and drive continuous improvement. The role involves managing escalations during the Service Now upgrade and coordinating multiple teams to resolve issues.

Key duties include governance reporting, stakeholder engagement, incident/problem/change support, and proactive service improvement initiatives, leveraging ITIL practices and ServiceNow

Qualifications

• Experience delivering IT services with strong escalation management.
• Proficient in ServiceNow and ITIL Service Management.
• Strong written and verbal communication with stakeholders.
• Analytical mindset with ability to produce governance dashboards.
• Ability to identify trends and drive improvements.

Responsibilities

• Monitor and report on SLAs, KPIs and service performance
• Manage customer and stakeholder relationships
• Coordinate teams to resolve service issues and escalations
• Lead or support service review meetings
• Identify trends and opportunities for improvement
• Drive continuous service improvement initiatives
• Support incident, problem, and change management processes
• Produce governance reports and dashboards
• Collaborate with suppliers and operations to meet delivery commitments
• Apply ITIL and ServiceNow practices

Skills

SLA monitoring

Stakeholder management

ITIL

Root cause analysis

Problem solving

Communication

Reporting

Change management

Service delivery

Customer service

Tools

ServiceNow

Job description

Sword Group is seeking a Service Delivery Analyst to ensure services to customers and internal users are delivered effectively, meet agreed SLAs and KPIs, and drive continuous improvement. The role involves managing escalations during the Service Now upgrade and coordinating multiple teams to resolve issues.

Key duties include governance reporting, stakeholder engagement, incident/problem/change support, and proactive service improvement initiatives, leveraging ITIL practices and ServiceNow