Service Delivery & Technical Analyst Lead

ADP; Fernhill; On-site; GBP 75,000 - 95,000; Full time

Job summary

ADP in the United Kingdom seeks a Senior Technical Lead to provide leadership across the Operational Services portfolio. You will act as a senior technical point of contact for customers, stakeholders and internal teams, ensuring services are delivered to contractual commitments and customer expectations are met.

You will drive operational excellence, incident support and service transitions. The role requires strong stakeholder management, ITIL knowledge and experience with infrastructure,

Qualifications

• Experience within IT, Managed Services, Service Delivery, Operations or Technology environments.
• Experience leading technical activities and supporting operational service delivery.
• Strong understanding of IT Service Management principles and practices.
• Experience working with service management and operational toolsets.
• Excellent stakeholder management and communication skills.

Responsibilities

• Provide technical leadership across the Operational Services portfolio.
• Support day-to-day service delivery across the portfolio.
• Help ensure contractual obligations, SLAs, KPIs and governance requirements are met.
• Act as a senior escalation point for operational and technical matters.
• Coordinate responses to major incidents and service-impacting events.
• Provide technical oversight and guidance across multiple services and contracts.
• Build and maintain strong relationships with customers, stakeholders and internal teams.
• Participate in governance meetings, service reviews and operational forums.
• Prepare performance reports, technical updates and service packs.
• Manage communication on incidents, risks, improvements and change activities.
• Provide subject matter expertise across Operational Services.
• Review, develop and assure technical, functional and operational designs.
• Support implementation, transition and ongoing management of services and platforms.
• Lead technical investigations, root cause analysis and resolution of recurring issues.
• Support testing, release, deployment and change management activities.
• Identify opportunities to improve performance, resilience, security and efficiency through automation and new technologies.
• Support compliance, audit and governance activities.
• Maintain operational, technical and service documentation.
• Monitor service performance, capacity, availability and operational health.
• Promote adherence to ITIL, security and operational governance frameworks.
• Oversee and support incident, request, problem and change processes.
• Take ownership of complex issues through to resolution.
• Lead root cause analysis and implementation of corrective actions.
• Identify trends and drive service improvements.
• Champion automation, AI and emerging technologies to improve efficiency and customer outcomes.
• Contribute to service improvement plans and transformation initiatives .
• Provide technical leadership on projects, service transitions and new service onboarding.
• Support bid responses, technical proposals and business growth opportunities as required.
• Act as a senior advocate for continual improvement and operational maturity across the wider function.

Skills

Stakeholder management

Communication

ITIL

Service delivery

Operational governance

Incident management

Automation

Cloud / infrastructure

Education

ITIL Foundation or equivalent

Tools

Service management tools

Job description

Purpose: Provide technical leadership, operational support and service management expertise across the Operational Services portfolio. Act as a senior technical point of contact for customers, stakeholders, suppliers and internal teams, ensuring services are delivered effectively, contractual and operational commitments are met, and customer expectations are consistently achieved. Drive operational excellence, service improvement and business growth through technical assurance, major incident support, service transitions and the adoption of new technologies. Key Responsibilities:

• . Support day-to-day service delivery across the Operational Services portfolio.
• . Help ensure contractual obligations, SLAs, KPIs and governance requirements are met.
• . Act as a senior escalation point for operational and technical matters.
• . Coordinate responses to major incidents and service-impacting events.
• . Provide technical oversight and guidance across multiple services and contracts.
• . Build and maintain strong relationships with customers, stakeholders and internal teams.
• . Participate in governance meetings, service reviews and operational forums.
• . Prepare performance reports, technical updates and service packs.
• . Manage communication on incidents, risks, improvements and change activities.
• . Provide subject matter expertise across Operational Services.
• . Review, develop and assure technical, functional and operational designs.
• . Support implementation, transition and ongoing management of services and platforms.
• . Lead technical investigations, root cause analysis and resolution of recurring issues.
• . Support testing, release, deployment and change management activities.
• . Identify opportunities to improve performance, resilience, security and efficiency through automation and new technologies.
• . Support compliance, audit and governance activities.
• . Maintain operational, technical and service documentation.
• . Monitor service performance, capacity, availability and operational health.
• . Promote adherence to ITIL, security and operational governance frameworks.
• . Oversee and support incident, request, problem and change processes.
• . Take ownership of complex issues through to resolution.
• . Lead root cause analysis and implementation of corrective actions.
• . Identify trends and drive service improvements.
• . Champion automation, AI and emerging technologies to improve efficiency and customer outcomes.
• . Contribute to service improvement plans and transformation initiatives .
• . Provide technical leadership on projects, service transitions and new service onboarding.
• . Support bid responses, technical proposals and business growth opportunities as required.
• . Act as a senior advocate for continual improvement and operational maturity across the wider function.

• . Strong relationship and stakeholder management skills
• . Excellent communication and presentation abilities
• . Able to influence both technical and non-technical audiences
• . Customer-focused with a commitment to service excellence
• . Highly organised and methodical
• . Strong analytical and problem-solving skills
• . Able to prioritise effectively in a fast-paced environment
• . Self-motivated with a proactive approach to improvement
• . Experience leading technical activities and supporting operational service delivery
• . Strong understanding of service delivery and operational management principles
• . Experience of infrastructure, cloud, applications or service platforms
• . Understanding of resilience, security, compliance and risk management
• . Knowledge of service transition, implementation and change management

Essential:

• . Experience within IT, Managed Services, Service Delivery, Operations or Technology environments .
• . Experience leading technical activities and supporting operational service delivery .
• . Strong understanding of IT Service Management principles and practices .
• . Experience working with service management and operational toolsets .
• . Excellent stakeholder management and communication skills

Desirable:

• . ITIL Foundation or equivalent .
• . Experience of cloud, hosting, infrastructure or managed service environments .
• . Knowledge of automation technologies and scripting tools .
• . Experience supporting service transitions, projects or transformation initiatives .
• . Understanding of security, compliance and governance frameworks