Service delivery analyst

Service Delivery Analyst

Locations available: Peterborough, Manchester, Stoke-On-Trent, Chesterfield (flexible hybrid working).

We have offices based in the above locations, however, we are open to largely remote working with the occasional travel to an office.

Role Purpose:

The Service Delivery Analyst ensures robust governance and control across IT Service Management processes to protect and enhance service quality in line with business objectives and industry best practice. This role requires strong ITIL process expertise, analytical skills, and the ability to minimize service impact through effective management of Major Incidents, Change, IT Service Continuity, Disaster Recovery, Problem, Configuration, and Risk Management.

This role includes collaboration with technical and business teams to resolve root causes of service issues, drive continuous improvement, and ensure smooth transition of changes into live service.

Key Responsibilities:

Service Governance & Process Management

* Embed and mature ITIL aligned processes across Change, Major Incident, Problem, Risk, and Service Continuity.
* Protect service operations through effective change control and governance.
* Drive process compliance, efficiency, and quality based on defined outcomes and business value.