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- Tasks: Support IT service management and improve processes in a dynamic team environment.
- Company: Join Delt, a purpose-driven company making a real impact in IT services.
- Benefits: Enjoy 25 days holiday, flexible leave, and a generous pension scheme.
- Why this job: Be at the heart of IT governance and make a difference in service delivery.
- Qualifications: Experience in ITIL-aligned environments and strong communication skills required.
- Other info: Flexible role with opportunities for growth and collaboration.
The predicted salary is between 28000 - 35000 £ per year.
Location: Plymouth, Hybrid – expectation of 2 office days per week
Employment Type: Full Time, Permanent – 37 hours per week
Salary: Up to £35,000 p.a. (depending on experience)
Delt is recruiting for a new role within our Service Management Office, and we’re looking for someone who genuinely cares about doing IT service management properly. This position sits at the heart of how we govern, improve and embed ITIL-aligned practices across Delt. Your role will begin with an initial focus on growing your understanding of all the processes that sit within our SMO, particularly those with a high demand, before progressing into broader service management activities as your experience develops.
If you’re process-minded, service-focused, a confident communicator, and you enjoy working with teams to make things actually happen, this could be right up your street.
What you’ll be doing
- You’ll work closely with service owners, technical teams and stakeholders across Delt, providing guidance, governance and hands-on support across ITIL practices, including:
- Change Management
- Managing and governing the end-to-end change lifecycle to minimise risk
- Owning and maintaining:
- Requests for Change (RFCs)
- Forward Schedule of Change
- Change records and approvals
- Post-Implementation Reviews
- Known Error Database (KEDB)
- Workarounds and resolution reporting
- Maintaining accurate, reliable service data including:
- CMDB
- Asset registers
- Configuration baselines
- Audit and compliance reporting
- Ensuring knowledge is captured, accessible and genuinely useful
- Supporting self-service through:
- Knowledge articles
- Knowledge base management
- Usage and effectiveness metrics
- Working with service owners to ensure new or changed services are ready to go live
- Supporting:
- Service Acceptance Criteria
- Test plans and results
- Service acceptance records and documentation
This is a varied role, and you’ll be expected to be flexible - capturing actions, following them through, and working collaboratively to keep service management moving forward.
What we’re looking for
- Experience working within an ITIL-aligned service management environment
- ITIL v3 or v4 Foundation level knowledge (qualified preferred, but demonstrable experience is absolutely fine)
- Strong process focus, with the confidence to follow governance and improve it where needed
- Excellent communication skills - written, verbal and stakeholder-facing
- A relationship-focused mindset and the ability to work calmly with multiple teams
- Strong organisational skills and the ability to manage competing priorities
- Someone who actively lives Delt’s values, especially collaboration, transparency and continuous improvement, and brings a positive, service-focused approach to everything they do.
- Confidence influencing others and ensuring actions don’t just get logged - they get done
- Working knowledge of ServiceNow, including reporting and data analysis would be highly desirable
- Awareness of IT infrastructure and how services are delivered end-to-end
Why Delt?
At Delt, we deliver critical IT and business support services that help our partners - including local authorities, the NHS, and schools - do what they do best. We are purpose-driven, people-centred, and proud of the impact we make.
Benefits include:
- Generous holiday allowance of 25 days plus bank holidays
- Up to 12 Flex Leave days a year
- Matched contribution pension scheme up to 10% of salary
- Opportunities to buy and sell leave
Deadline for applications: Applications will be reviewed on a rolling basis. Please apply early to avoid disappointment.
Service Management Analyst in Plymouth employer: Delt Shared Services Ltd
Contact Detail:
Delt Shared Services Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Management Analyst in Plymouth
✨Tip Number 1
Get to know the company culture before your interview. Check out Delt's values and think about how you can demonstrate that you embody them. This will help you connect with the interviewers and show that you're a great fit for their team.
✨Tip Number 2
Practice your communication skills! Since this role requires excellent verbal and written communication, try doing mock interviews with friends or family. This will help you articulate your thoughts clearly and confidently during the real deal.
✨Tip Number 3
Be ready to discuss your experience with ITIL practices. Brush up on your knowledge of change management and service validation, and think of examples from your past roles where you've successfully applied these principles.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Service Management Analyst in Plymouth
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Service Management Analyst role. Highlight your ITIL knowledge and any relevant experience in service management to catch our eye!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about IT service management and how your values align with Delt’s. Keep it concise but impactful!
Showcase Your Communication Skills: Since this role involves working with various teams, demonstrate your excellent communication skills in your application. Use clear and professional language, and don’t forget to proofread for any typos!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at Delt Shared Services Ltd
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge, especially if you have experience in an ITIL-aligned service management environment. Be ready to discuss how you've applied ITIL practices in previous roles and how they can benefit Delt.
✨Showcase Your Communication Skills
As a Service Management Analyst, you'll need to communicate effectively with various teams. Prepare examples of how you've successfully collaborated with stakeholders in the past, and be ready to demonstrate your ability to convey complex information clearly.
✨Demonstrate Your Process Focus
Highlight your strong process focus by discussing specific instances where you've improved governance or streamlined processes. Think about how you can relate these experiences to the role at Delt, showing that you're proactive and results-driven.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage competing priorities. Prepare by thinking through potential challenges you might face in the role and how you'd approach them, particularly in relation to change management and service validation.