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- Tasks: Analyse service management data to ensure top-notch service delivery across teams.
- Company: Join Age UK, a leading charity dedicated to improving lives.
- Benefits: Enjoy competitive salary, 26 days leave, and great perks like tech schemes.
- Why this job: Make a real difference in service delivery while developing your skills.
- Qualifications: Experience in service management and strong analytical skills are essential.
- Other info: Hybrid role with opportunities for professional growth and development.
The predicted salary is between 30000 - 42000 £ per year.
Overview
Join to apply for the Service Delivery Analyst role at Age UK.
This range is provided by Age UK. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Salary: £41,421 to £45,780 per annum.
Permanent contract. Hybrid / London.
35 hours per week.
Please note this advert will be closing on the 15/09/25.
About the role
Age UK\’s Service Delivery Management team acts as the bridge between stakeholders and Digital & Technology (D&T), ensuring service delivery meets operational needs across the organisation. This new and evolving team focuses on maintaining consistent service delivery standards through analysis and assurance of complex performance data.
As a Service Delivery Analyst, you will support the Service Delivery Manager by gathering, analysing, and preparing service management data for D&T service wrappers. These are essential for maintaining consistent service delivery standards across internal teams and external suppliers.
You\’ll liaise with various teams within D&T and Information Protection & Compliance (IPC), as well as external suppliers, to help ensure operational excellence and customer-focused service delivery.
This is a hybrid role, a blend of homebased and office working. The expectation is that you will attend our London office (One America Square EC3N 2LB) circa once a month for team meetings. Travel costs to the London office are not covered by the charity.
Must haves
The below competencies will be assessed at the indicated stage of the recruitment process:
Application = A, Interview = I, Presentation = P
Experience
- Experience of working as a Service Management practitioner applying ITIL principles to assure service delivery to achieve customer success. A
- Service Management data reporting and analysing. A
- Working to tight deadlines. A
- Experience of working with automated ITSM tools/platforms. A, I
- Customer Service Experience, prioritising and manging customer needs. A, I
- Experience of Service Management Service Design and Transition. I
Skills and Knowledge
- Strong communication skills both oral and written, Self-motivated and pro-active, with the ability to remain calm under pressure. A, I
- Excellent relationship management and influencing skills. A, I, P
- Strong analytical and problem-solving skills. A, I, P
- Excellent communication skills across a variety of mediums, to all levels of the business. A, I, P
- ITIL v4 Foundation. A, I, P
Personal attributes
- Analytical with a high degree of attention to detail. A, I
- Always looking to improve processes and other operations via CSI. A, I, P
- Stakeholder Management. A, I
- Ability to focus and prioritise in a high-pressure environment. I, P
- Effective collaborator. A, I
Great to have
- SDI Certification. A
- Power Platform. A
- ITIL Level 4 – other certifications. A
What we offer in return
- Competitive salary, 26 days annual leave + bank holidays + annual leave purchase scheme
- Excellent pension scheme, life assurance, health cashback plan and EAP
- Car Benefit Scheme, Cycle to Work Scheme and Season Ticket Loan
- Techscheme – buy any tech from Apple or Currys, up to £1000, and spread the cost over 12 months, interest free
- Blue Light Card Scheme
- You Did It Awards – recognition awards from £100-250.
Additional Information
- Occasional travel to other Age UK sites to enable performance of the duties and responsibilities and for the purposes of maintaining and updating professional skills and development.
- Hybrid and remote working require that the candidate meet these additional requirements: Internet bandwidth: 40Mbps minimum. Internet connectivity: Wired / ADSL / Fibre. Stable and safe working environment as outlined in Age UK\’s working from home policy.
- Supporting statements and anonymisation process
- Candidates are expected to provide a supporting statement alongside their CV that explains how they meet the must have competencies annotated with an A in the job description. This will be used to assess your suitability for the position. Age UK acknowledges that you may use AI to produce your supporting statement and whilst this is acceptable, we do expect candidates to address the must have criteria by personalising your experience, knowledge and skills. Where candidates rely solely on AI content, Age UK reserves the right to reject the application.
Please note that all CVs will be anonymised by our recruitment system when you apply for a role at Age UK. Our system is unable to anonymise supporting statements, and we would therefore ask that you remove any personal information including your name before you upload to support the work we are doing on making our recruitment selection process more inclusive. All equalities monitoring information is also anonymised and not shared with the hiring panel. Your name and address will only be known to us once you are invited for an interview.
Equality & Diversity
Age UK is an Equal Opportunities employer and positively encourages applications from suitably qualified and eligible candidates, regardless of age, sex, race, disability, sexual orientation, gender reassignment, religion or belief, marital/civil partnership status, or pregnancy and maternity. We guarantee an interview to disabled candidates who meet the minimum criteria under the Disability Confident Scheme. Please note that on occasion, due to high numbers of applications, Age UK reserves the right to limit the overall number of interviews offered, and therefore, it may not always be practicable or appropriate to interview all disabled people that meet the minimum criteria for the job.
Reasonable adjustments
Disabled job seekers can access reasonable adjustments at any stage of the recruitment process. Reasonable adjustments are changes made to remove or reduce a disadvantage related to a person\\\’s disability. All requests for reasonable adjustments are considered on a case-by-case basis, in collaboration with the disabled job seeker to best meet their needs. If you require reasonable adjustments, at any stage of the recruitment process, please contact Disability disclosures will be kept confidential and only shared on a need-to-know basis to support the implementation of adjustments. Disclosures will not be used to inform hiring decisions.
Age UK is committed to safeguarding adults at risk, and children, from abuse and neglect. We expect everyone who works with us to share this commitment.
Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert at any time.
Age UK politely requests no contact from recruitment agencies or media sales. We do not accept speculative CVs from recruitment agencies nor accept the fees associated with them.
For a full list of benefits please click here https://www.ageuk.org.uk/about-us/jobs/employee-benefits/
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Analyst and Information Technology
Industries
- Non-profit Organizations
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Service Delivery Analyst employer: Age Uk
Contact Detail:
Age Uk Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Analyst
✨Tip Number 1
Get to know the company! Research Age UK and their Service Delivery Management team. Understanding their mission and values will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your presentation skills! Since you'll likely need to present data and insights, rehearse how you can clearly communicate your findings. Use examples from your past experiences to demonstrate your analytical skills.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insider tips about the interview process and what it’s really like to work at Age UK.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about the role and ready to take the next step in your career with us.
We think you need these skills to ace Service Delivery Analyst
Some tips for your application 🫡
Personalise Your Supporting Statement: When crafting your supporting statement, make sure to tailor it to highlight how your experience aligns with the 'must have' competencies. We want to see your unique skills and knowledge shine through, so don’t just rely on generic templates!
Showcase Your Analytical Skills: As a Service Delivery Analyst, your analytical prowess is key. Use your application to demonstrate specific examples where you've successfully gathered and analysed data to improve service delivery. We love seeing real-life applications of your skills!
Keep It Clear and Concise: While we appreciate detail, clarity is crucial. Make sure your CV and supporting statement are easy to read and straight to the point. Avoid jargon unless it’s relevant, and remember, less can be more when it comes to showcasing your experience.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. This way, you’ll ensure your application reaches us without any hiccups, and you can keep track of your application status easily!
How to prepare for a job interview at Age Uk
✨Know Your ITIL Principles
Make sure you brush up on your ITIL principles before the interview. Being able to discuss how you've applied these in past roles will show that you understand the framework and can assure service delivery effectively.
✨Prepare for Data Analysis Questions
Since the role involves analysing service management data, be ready to talk about your experience with data reporting and analysis. Bring examples of how you've used data to improve service delivery or solve problems in previous positions.
✨Showcase Your Communication Skills
This role requires strong communication skills, so think of instances where you've successfully liaised with different teams or stakeholders. Be prepared to demonstrate how you can convey complex information clearly and effectively.
✨Highlight Your Customer Service Experience
Customer-focused service delivery is key for this position. Share specific examples of how you've prioritised customer needs and managed expectations, especially under tight deadlines. This will show that you're aligned with their operational excellence goals.
