At a Glance
- Tasks: Manage customer escalations and improve service performance while driving continuous service improvement.
- Company: Join a forward-thinking MSP focused on customer success and innovative technology solutions.
- Benefits: Up to £43,000 salary, private healthcare, enhanced pension, and 25 days holiday plus your birthday off.
- Other info: Great career progression opportunities into Customer Success, Service Delivery, or Leadership roles.
- Why this job: Be part of a team transforming customer success with AI and automation in a dynamic environment.
- Qualifications: Experience in managed services, strong communication skills, and ITIL Foundation certification required.
The predicted salary is between 43000 - 43000 £ per year.
In order to make an application, simply read through the following job description and make sure to attach relevant documents.
Bristol (Office Based with Free Parking)
Up to £43,000 + Benefits
SC Clearance Eligibility Required
Join an MSP that's rethinking customer success. Our client delivers Cloud, Cyber Security, Data and Digital Transformation services across public and private sector organisations. They're investing heavily in AI, automation and customer success to move beyond the traditional MSP model of simply reacting to tickets. The focus is on helping customers get more value from their technology, reducing repetitive support activity and driving continuous service improvement.
The Role
You'll help manage escalations, improve service performance, identify trends and ensure customers receive maximum value from their IT services. You'll be involved in customer engagement, service reviews, onboarding activities and help discover how automation and AI can be used to improve service delivery and customer outcomes.
Key Responsibilities
- Manage customer escalations and service issues
- Conduct service reviews and customer engagement meetings
- Analyse ticket trends and service performance
- Identify opportunities for automation and service improvement
- Support onboarding and customer adoption activities
- Work closely with technical consultants and engineering teams
- Promote ITIL best practice and customer success outcomes
Technical Environment
You'll work across a broad technology landscape including:
- Microsoft 365
- Azure
- Intune
- Microsoft Security
- Oracle OCI
- Cisco & Networking Infrastructure
- Cloud & On-Prem Environments
- End User Computing
- Firewalls, Monitoring & Infrastructure Platforms
What We're Looking For
- MSP / Managed Services experience
- Service Desk, Infrastructure Support or Service Delivery background
- Strong customer-facing communication skills
- Experience handling incidents and escalations
- Microsoft 365 & Azure exposure
- ITIL Foundation Certification
- Experience with Halo, Autotask or similar ITSM tools
- Eligible for SC Clearance
Working Pattern & Benefits
Shift pattern between 07:00-19:00 (8-hour day)
Low-volume on-call rota after probation
Private Healthcare
Enhanced Pension Scheme
EMI Share Scheme
25 Days Holiday + Birthday Off + Bank Holidays
Career Progression
This role is designed for people who want to move beyond reactive support and develop into Customer Success, Service Delivery, Technical Consultancy, Account Management or Leadership positions over time.
Service Delivery Analyst in Newport employer: F5 consultants
Join a forward-thinking Managed Service Provider in Bristol, where we prioritise customer success and innovation. With a strong focus on employee growth, we offer a supportive work culture that encourages career progression into roles such as Customer Success, Technical Consultancy, and Leadership. Enjoy competitive benefits including private healthcare, an enhanced pension scheme, and 25 days of holiday plus your birthday off, all while working in a dynamic environment that embraces AI and automation to enhance service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Analyst in Newport
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its services. Understand their approach to customer success and be ready to discuss how your skills can help them achieve their goals. Show them you’re not just another candidate!
✨Tip Number 3
Practice your communication skills! As a Service Delivery Analyst, you'll need to engage with customers effectively. Role-play common scenarios with friends or family to build confidence and refine your responses.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to connect directly with us.
We think you need these skills to ace Service Delivery Analyst in Newport
Some tips for your application 🫡
Read the Job Description Carefully:Before you start your application, take a good look at the job description. Make sure you understand what we're looking for in a Service Delivery Analyst and tailor your application to highlight your relevant experience.
Showcase Your Skills:When writing your application, don’t just list your previous jobs. Instead, focus on specific skills and experiences that relate to customer success, service delivery, and ITIL best practices. We want to see how you can add value to our team!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and avoid jargon unless it’s relevant. We appreciate a well-structured application that makes it easy for us to see why you’re a great fit.
Apply Through Our Website:Make sure to submit your application through our website. It’s the easiest way for us to keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at F5 consultants
✨Know Your Tech
Familiarise yourself with the technologies mentioned in the job description, like Microsoft 365 and Azure. Be ready to discuss how you've used these tools in past roles and how they can enhance service delivery.
✨Showcase Your Customer Skills
Prepare examples of how you've successfully managed customer escalations or improved service performance. Highlight your communication skills and how you engage with clients to ensure they get maximum value from their IT services.
✨Understand the MSP Landscape
Research the Managed Service Provider (MSP) model and be prepared to discuss how it differs from traditional support roles. Show that you understand the shift towards automation and AI in improving customer success.
✨Be Ready for Scenario Questions
Expect scenario-based questions where you'll need to demonstrate your problem-solving skills. Think about how you would handle specific service issues or customer complaints, and be ready to explain your thought process.
