Service Delivery Specialist – ITIL & ServiceNow

Sword Group; Glasgow; On-site; GBP 35,000 - 50,000; Full time

Benefits offered by this job

Competitive salary

Flexible working

Private health

Pension scheme

Employee assistance programme

Job summary

Sword Group is seeking a Service Delivery Analyst in Glasgow to ensure services to customers and internal users are delivered effectively and meet agreed SLAs. The role involves handling escalations as part of a Service Now upgrade and coordinating cross-functional teams to resolve issues.

You will monitor service performance, produce governance dashboards, and drive continuous service improvement while building strong relationships with customers and suppliers.

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.

Skills

ITIL Service Management

Stakeholder management

Reporting & analytics

ServiceNow

Root cause analysis

Customer service

Education

ITIL Certification

Tools

ServiceNow

Job description

Sword Group is seeking a Service Delivery Analyst in Glasgow to ensure services to customers and internal users are delivered effectively and meet agreed SLAs. The role involves handling escalations as part of a Service Now upgrade and coordinating cross-functional teams to resolve issues.

You will monitor service performance, produce governance dashboards, and drive continuous service improvement while building strong relationships with customers and suppliers.