Service Delivery Analyst | ITIL, ServiceNow, SLA Champion

Sword Services Greece S.A.; Glasgow; On-site; GBP 42,000 - 54,000; Full time

Job summary

Sword Services Greece S.A. is seeking a Service Delivery Analyst to ensure services to customers and internal users are delivered effectively, meeting agreed SLAs and improving continuously.

The role emphasizes managing escalations during the ongoing Service Now upgrade and coordinating cross-team responses. You will monitor service performance, report on KPIs, manage stakeholder relationships, and drive governance and service improvement initiatives across incident, problem and change

Qualifications

• 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.

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
• 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

Skills

Stakeholder management

Analytical and reporting skills

Communication

Customer service

Problem solving

Change management

Incident management

Root cause analysis

Service delivery oversight

Tools

ServiceNow

Job description

Sword Services Greece S.A. is seeking a Service Delivery Analyst to ensure services to customers and internal users are delivered effectively, meeting agreed SLAs and improving continuously.

The role emphasizes managing escalations during the ongoing Service Now upgrade and coordinating cross-team responses. You will monitor service performance, report on KPIs, manage stakeholder relationships, and drive governance and service improvement initiatives across incident, problem and change