IT Service Delivery Analyst - Wrexham
Salary: The role is a key part of the IT Service Delivery function and is the face of service delivery for the bank. It plays a key role in the department's purpose of “Providing value enhancement through creating a seamless user experience by protecting, maintaining, and improving the stability of Chetwood services.” It is responsible for the identification and running of improvements until completion for IT services, which includes helping to develop strategy, systems and processes using the most appropriate technology. Responsibilities also include the maintaining of the Service Improvement service desk ensuring accurate and detailed data is captured for all improvements.
Escalate improvements and risks to internal and external stakeholders as appropriate.
Conduct regular improvement analysis and colleague discussions to ensure key services within the business are operating in the correct manner and as efficiently as possible.
Monitor, manage, and report on IT service performance, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
Work in coordination with the other members of the IT Service Delivery Team to implement improvements which resolve Post Incident Review (PIR) actions.
Act as the primary point of contact for certain service-related issues, liaising with internal stakeholders and service providers to ensure effective communication and service delivery.
Maintain accurate documentation of IT service processes, procedures, and performance metrics. Assisting the IT Service Delivery Manager with trend analysis on Service Delivery performance.
Continuously develop an understanding of new and existing IT toolsets within the business in order to support and/or develop as needed.
Assist in maintaining, configuring, developing, and improving the Chetwood services under remit (such as Jira workspace, specifically focussing on company managed projects).
Bank staff across all levels; Key partners – AWS, Salesforce, IPI, Infinity Group, Dell, etc.
Previous experience in Service Delivery, or Sys Admin.
Understanding of Microsoft 365
Understanding of Genesys telecommunications software
Strong IT service desk experience
Asset Management (e.g., Jira Assets)
ITIL certification or demonstrable experience working in an ITIL aligned environment.
Jira or Service Now)
Understanding of IT Security and compliance
Some knowledge of risk management
Competitive salary
~25 days holiday PLUS your BIRTHDAY off
~ Pension contribution with Royal London
~ Life Assurance
~ Private medical, dental and optical health insurance with Axa
~ Hybrid working – Wrexham
~ Free breakfast available
We’re a UK-based digital bank dedicated to getting the basics right and offering straightforward savings and mortgages
Data Protection
We anticipate that we will retain your data as part of the recruitment process for no longer than is necessary for the purpose for which it was collected unless we have sought your consent to keep your data for future suitable job vacancies. Cifas The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected you could be refused certain services or employment. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by Bank does not accept speculative or unsolicited CVs from Recruitment Agencies. Any unsolicited CVs received will be treated as the property of Chetwood Bank and Terms & Conditions associated with the use of such CVs will be considered null and void.