Service Delivery Analyst

We are looking for a Service Delivery Analyst to join our team. If you're passionate about keeping things running smoothly and love solving problems before they become issues, this role is for you. Reporting to the Service Delivery Manager, you'll take charge of managing service tickets, ensuring issues are handled quickly and efficiently. You'll also act as the key link between our Service Delivery Team, clients, third-party suppliers, and internal stakeholders, keeping everyone aligned and accountable. This role isn’t just about following processes, it’s about owning them. You'll need to stay one step ahead, proactively spotting service needs, escalating roadblocks, and making sure every ticket is on track and up to standard. If you thrive in a fast-paced environment and are driven by delivering top-tier IT support, we’d love to meet you.

Salary: Up to £35,000 depending upon skills and experience.

WHO ARE ITI GROUP? Through our 50 year history, ITI Group has combined the skills, experience, and knowledge of many recognised and respected industry names to become a leading partner for industry. We develop and integrate digital transformation solutions for Energy, Nuclear and Industrial manufacturing sectors. We advance safe, secure and sustainable operations through the innovative use of technology. You’ll be joining a global brand with locations across the UK, Europe and North America. Our people work together with clients to solve problems, unlock the potential of the connected world, and create solutions that deliver value. At the heart of ITI Group is a complete commitment to innovation and transformation. Our people are practical, insightful and dynamic, with a personal approach. We are dedicated to working in partnership with our colleagues, leaders and customers, and developing a culture that allows us to inspire, and deliver a safe, sustainable future where people shine.

SUMMARY OF ROLE AND RESPONSIBILITIES

• Monitor and manage service tickets daily, to ensure that the Service Delivery Team, wider department, and third parties, are prioritising/managing work correctly, and are meeting/on track to meet or exceed service targets.
• Ensure service tickets are updated and progressed as per process.
• Demonstrate an ability to work without supervision, e.g. identifying service needs and responding to these, knowing the appropriate actions to take in most cases.
• Challenge and/or escalate failures in process and/or unsatisfactory performance.
• Deal with client and/or internal escalations as appropriate.
• Resolve challenging situations, such as conflicting priorities, or dissatisfied clients.
• Once sufficiently experienced, you may be required to lead Service Measurement/Reporting/Improvement for specific customers, potentially embracing complicated/exceptional service models.
• Assist with measurement and reporting.
• Handle general administrative duties to support day-to-day operations.
• Communicate with engineers to ensure their assigned tickets are up to date and are making satisfactory progress in alignment with service level targets, policies, and processes.
• Understand and participate in wider aspects of Service Delivery, e.g. attending the Change Advisory Board (CAB), project handover meetings, Major Incident bridges, Problem post-mortems etc. where required.
• Understand the relationships with other members of the ITI Service Delivery Team, wider group, and with suppliers, and manage/exploit these accordingly.
• Participate in the gathering of CSAT (Customer Satisfaction) and NPS (Net Promoter Score) data, its collation, and use in Service Improvement activities.
• Be motivated to manage and deliver excellent quality services, in a process-driven, structured but varied environment.
• Take ownership of service improvement items, e.g. problem tickets, changes, challenges to processes etc. where necessary.
• Assist with rota planning for our on-call services.
• Have potential involvement with service design, documentation, process reviews and audits etc.
• Be accountable for producing or assisting in supplying accurate, timely, and actionable service performance statistics using Business Intelligence platforms, ensuring stakeholders have clear insights to support informed decision making and continuous service improvement.

SUMMARY OF REQUIREMENTS

• Proficient with using Microsoft Office and Windows-based software.
• Basic knowledge of Microsoft Power Automate and Power Apps.
• Skilled in developing, analysing, and presenting operational and service performance statistics using Business Intelligence tools.
• Basic knowledge of the ITIL framework in Service Management.
• Basic knowledge of the ISO 20000 standard in Service Management.
• Some experience in a customer-facing role.
• Honours degree in a relevant field. Alternative relevant qualifications, together with experience, may be considered.

VALUES

• Will 'Deliver' what we promise
• Will demand the highest levels of 'Safety and Security'
• Will apply 'Technical Mastery'
• Is committed to 'Continual Learning'
• Will challenge the norm to make a difference through 'Innovation'

WHAT YOU'LL LOVE ABOUT WORKING HERE

As a Great Place to Work® certified organisation with over 50 years of deep technology expertise, you’ll work alongside specialists who solve complex, real-world challenges. You’ll gain exposure to intelligent systems that power critical facilities - building skills that shape safer, smarter, and more sustainable operations.

WHAT WE CAN OFFER YOU

Inspire and innovate with us; Join ITI Group, a place where you can shine! Find out more about what we can offer you by visiting our careers page on the ITI Group Website. At ITI Group our people are our best asset. We offer a variety of benefits, to attract and retain talent, which include:

• 25 days annual leave, 8 Bank Holidays, plus the ability to buy and sell up to 5 days per year
• Flexible start and finish times, including flexi-Fridays
• Competitive Employee Referral Award Scheme
• Private Medical Insurance
• Life Assurance
• Pension
• Payment of professional membership fees
• Healthy Extras - Employee Assistance Programme, access to a practising GP, Confidential Advice
• Enhanced family friendly policies

Please note: to help our interviewers stay fully engaged in the conversation, we use an AI note taker during first-round interviews. It will join the meeting to create a transcript, which is used only to support the hiring process.