Service Delivery Coordinator

Anson McCade Pty; Stevenage; On-site; GBP 36,000 - 52,000; Full time

Job summary

Anson McCade Pty is seeking a Service Delivery Analyst to join an established IT Networks team in the United Kingdom. The role focuses on coordinating service delivery, monitoring performance and driving improvements within ITIL-aligned processes.

The successful candidate will collaborate with network operations, security and project teams, ensuring incidents, changes and problems are managed effectively while maintaining high service quality in a fast-paced environment.

Qualifications

• Experience in IT service delivery or IT operations.
• ITIL Foundation certification (Version 3 or above) with understanding of ITIL principles.
• Practical knowledge of IT service management processes: incident, change and problem management.
• Understanding of project management approaches (PRINCE2, Agile or Lean).
• Experience using IT Service Management tools to monitor performance and generate reports.
• Strong analytical skills to interpret data and identify improvements.
• Excellent organisational and problem-solving abilities in fast-paced environments.

Responsibilities

• Support the coordination and delivery of IT network services, ensuring operational requirements are met.
• Collaborate with network operations, security and project teams to maintain service delivery.
• Oversee and support IT service management processes (incident, change and problem).
• Identify areas for service improvement and drive efficiency and quality.
• Produce and analyse service performance reports to identify trends and issues.
• Liaise with stakeholders and technical teams to resolve service-related challenges.
• Support implementation and continuous improvement of ITSM procedures and best practices.
• Challenge existing processes and propose innovative solutions.

Skills

ITIL Foundation

ITSM Tools

Stakeholder Management

Analytical Skills

Project Management

PRINCE2/Agile/Lean

Communication

Tools

ITSM Software

Job description

An exciting opportunity has arisen for a motivated Service Delivery Analyst to join an established and specialist IT Networks team, supporting the delivery and ongoing performance of essential network services within a complex and fast-paced environment.

You will play an important part in coordinating service delivery activities, monitoring performance and identifying opportunities to improve processes, while helping to maintain high standards across IT service management.

This position would suit a proactive and organised individual with a good understanding of ITIL frameworks, strong stakeholder management skills and a passion for driving service excellence.

Key Responsibilities:

• Support the coordination and delivery of IT network services, ensuring operational requirements are consistently met.
• Work closely with network operations, security and project teams to maintain effective service delivery across the organisation.
• Oversee and support IT service management processes, including incident, change and problem management.
• Identify areas for service improvement and contribute ideas to enhance operational efficiency and service quality.
• Produce, review and analyse service performance reports, using data to identify trends and highlight areas requiring attention.
• Liaise with internal stakeholders and technical teams to resolve service-related challenges and ensure effective communication.
• Support the implementation and continuous improvement of IT service management procedures and best practices.
• Challenge existing processes constructively, bringing forward innovative solutions and recommendations.

What We're Looking For:

• Experience working within an IT service delivery, service management or IT operations environment.
• ITIL Foundation certification, ideally Version 3 or above, with a good understanding of ITIL principles and practices.
• Practical knowledge of IT service management processes, particularly incident, change and problem management.
• Understanding of project management approaches and methodologies, such as PRINCE2, Agile or Lean.
• Experience using IT Service Management (ITSM) tools to monitor service performance and generate reports.
• Strong analytical skills, with the ability to interpret service data and identify opportunities for improvement.
• Excellent organisational and problem-solving abilities, with the confidence to manage competing priorities.
• A proactive and positive approach, with the ability to remain effective in demanding and fast-paced environments.
• Previous experience working within the defence or public sector.
• Knowledge or exposure to telecommunications, network infrastructure and ICT services.