Service Delivery Analyst
Location: Hemel Hempstead (Hybrid – 20% Office/ 80% Remote)
At Haven, we're on a mission to redefine theway technology solutions empower our business and customers. Our team isexpanding, and we're looking for an experienced Service Delivery Analyst tojoin our dynamic environment. This is an exciting opportunity for someonepassionate about driving technology forward, keen on making a significantimpact within our fast-paced and innovative technology department.
Your Opportunity:
As aService Delivery Analyst, you will be responsible for overseeing the deliveryof technology services within Haven. This role involves managing the end-to-endprocess of providing technology solutions to meet the needs of internal orexternal clients. You will possess a combination of technical expertise,leadership skills, and a customer-focused mindset - all crucial for success inthis role. You will play a pivotal role in ensuring that technology solutionsmeet business objectives and client expectations, steeringour technology services towards excellence.
Key Responsibilities:
Ensure the effective and efficient delivery of technology services.
Monitor service performance and implement improvements as needed.
Oversee supplier implementation projects from initiation to completion.
Ensure 3rd party projects and service improvement initiatives are delivered on time, within scope, and on budget.
Establish and monitor SLAs to measure and guarantee service performance from key service providers.
Monitor and report on key performance indicators (KPIs) related to service delivery.
Provide insights and recommendations for improvement based on performance metrics
Manage the budget for technology service suppliers.
Identify opportunities for cost optimisation
Provide updates on project statuses, milestones, and any issues
Ensure that technology services comply with relevant regulations and standards.
Foster a culture of continuous improvement with suppliers
What We’d Like You to Bring
Essential Skills and Experience:
Possess a solid understanding of technology and IT infrastructure
Familiarity with a range of software, hardware, and networking solutions
Knowledge of IT service management (ITSM) frameworks, such as ITIL.
Understanding of budgeting and financial management principles
Proficient in project management methodologies.
Ability to manage contract budgets effectively and allocate resources efficiently
Ability to communicate technical information to non-technical stakeholders
Ability to identify and address complex issues in a timely manner
Skill in preparing reports and presentations
Skill in risk management and problem-solving
Experience in performance management and team development
Prior experience in a managerial or supervisory role
Experience of establishing and managing SLAs.
Strong leadership skills to guide and motivate teams, foster collaboration, and drive results.
Strong problem-solving skills to address complex issues in a timely manner
Desirable Qualities:
A broad understanding of Haven, from park to group operations.
Experience in managing service providers to complex organisations.
Excellent negotiation, conflict management, and contract management skills.
What’s In It For You?
-Holiday allowance that rises with service, plus a ‘Holiday Buy Scheme’
-Annual bonus
- 20% discount on both Haven and Warner Hotels holiday for you, family andfriends
- Comprehensive wellbeing support
- Access to the Bourne Leisure corporate box at the O2 Arena ,London
- Exclusive discounts with corporate partners
- Exciting career pathways, including Learning and Development opportunitiessuch as Apprenticeships and Degrees
- Enhanced family friendlypolicies and pay (eligibility criteria applied)
Who are we?
We’re part of an award-winning Bourne Leisure family, which includes Haven& Warner Hotels. We have 9,000 fantastic team members and 39 beautifulseaside locations and our HQ based in Hemel Hempstead.
What’s it like to work with us?
Working with us is ultimately defined by ourexceptional people and teams. At Haven, we take pride in our Breath of FreshAir culture, which focuses on valuing and supporting every team member. Weprioritise openness and transparency in our interactions allowing our teammembers to be their authentic selves.
We operate a hybrid working model, meaning 50% of your working week willbe spent at the office, occasionally on Park, or at external events.
What can you expect during the recruitment process?
The interview process will be up to 3 stages and may contain a presentation orskills test, depending on the role.