Job Description
We're looking for a Service Delivery Analyst to join our IT Delivery Team in Leighton Buzzard.
As a Service Delivery Analyst, your role is to provide support to the Senior Service Delivery Managers and overall Service Delivery team. You will assist in ensuring that the Technology services are being delivered to the business as per agreed expectations as well as working closely with business units to continually improve the Technology services they consume. Additionally, you will undertake tasks to ensure that new services wishing to move into production meet the correct criteria to do so.
Key responsibilities of the Service Delivery Analyst:
- Assist the Service Delivery Managers with the transition of new services relevant to their business unit(s) including ensuring all entry into service criteria has been met.
- Attend Change Approval Board (CAB) meetings in place of Service Delivery Manager as and when required.
- Attend Problem meetings in place of Service Delivery Manager as and when required including taking and completing actions from Problem meetings.
- Assist the Major Incident Manager with Major Incident's in place of Service Delivery Manager, being a contact between IT and the business as well as attending bridge calls and Major Incident Reviews where necessary.
- Attend Service Desk Daily Operations Management Meetings.
- Manage all escalations and complaints from the business which come via the escalation's mailbox, escalating ones that cannot be resolved at first touch to the relevant SDM.
- Any other ADHOC meetings, reports or tasks that are asked of you.
- Attend Continual Service improvement meetings and contribute where required.
- Work closely with the business aligned teams to support application releases and changes.
- Provide cover for Service Delivery Manager as required.
- Take on additional duties as delegated.
Experience & skills required to be successful as a Service Delivery Analyst:
The individual should have or need to develop a good appreciation and understanding of the Connells IT and Business landscape.
- ITIL understanding (preferably with an ITIL Foundation certificate but not mandatory).
- A level of understanding of Service Transition and the importance of safe delivery of new services.
- Knowledge of Excel, Outlook, Visio, Teams, and other Office 365 applications.
- ServiceNow experience (not mandatory).
Connells Group
is one of the largest and most successful estate agency and property services providers in the UK and as of March 2021 also encompasses Countrywide. Founded in 1936 and with a network of over 1,250 branches nationwide, the Group combines residential sales and lettings expertise with a range of consumer and corporate services including new homes, mortgage services, conveyancing, EPC provision, surveying, corporate lettings, asset management, land & planning, LPA receivers and auctions
Connells Group UK is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.
CF00451