Service Delivery Analyst in City of Westminster

Locations available: Peterborough, Manchester, Stoke-On-Trent, Chesterfield (flexible hybrid working). We have offices based in the above locations; we are open to largely remote working with occasional travel to an office.

Role Purpose: The Service Delivery Analyst ensures robust governance and control across IT Service Management processes to protect and enhance service quality in line with business objectives and industry best practice. This role requires strong ITIL process expertise, analytical skills, and the ability to minimize service impact through effective management of Major Incidents, Change, IT Service Continuity, Disaster Recovery, Problem, Configuration, and Risk Management. This role includes collaboration with technical and business teams to resolve root causes of service issues, drive continuous improvement, and ensure smooth transition of changes into live service.

Responsibilities

• Service Governance & Process Management: Embed and mature ITIL-aligned processes across Change, Major Incident, Problem, Risk, and Service Continuity. Protect service operations through effective change control and governance. Drive process compliance, efficiency, and quality based on defined outcomes and business value.
• Change & Configuration Management: Administer Change Management activities, including leading CAB meetings, managing RFCs, and maintaining the change schedule. Support development and maintenance of the Configuration Management Database (CMDB).
• Incident & Problem Management: Coordinate rapid response to Major Incidents, ensuring timely communication and resolution. Facilitate post-incident reviews and root cause analysis to prevent recurrence.
• Service Continuity & Risk Management: Govern IT Service Continuity and Disaster Recovery processes; plan and execute DR tests. Maintain and report on risk registers, articulate risks to stakeholders, and track remediation activities. Provide management information and KPIs on continuity and risk performance.
• Reporting & Communication: Produce service performance reports, including KPIs, SLAs, and availability metrics. Communicate effectively with stakeholders, project managers, and third-party suppliers to safeguard service during change and transition.
• Continuous Improvement: Identify service improvement opportunities through data analysis and trend recognition. Deliver CSI initiatives aligned to agreed plans and business priorities.

Key Skills and Experience

• Essential: Proven experience in IT Service Management across the service lifecycle. In-depth knowledge of ITIL best practices and process improvement. Hands-on experience in multiple areas: Change, Major Incident, Service Continuity, Disaster Recovery, Risk, Problem, and Configuration Management. Ability to negotiate and define SLAs and KPIs with stakeholders. Experience in protecting service through effective change and risk management.
• Desirable: A keen interest in IT and developments in the sector, attention to detail, analytical abilities and the ability to recognise trends. ITIL qualifications across the service lifecycle framework, including Service Operation and Service Transition.

About Us: Markerstudy Insurance Services Limited (MISL) is one of the largest Managing General Agents in the UK. With a strong presence in the UK motor insurance market, we specialise in niche motor cover, where our solid market knowledge and experience enables us to create highly targeted products. Our success is underpinned by our underwriting strategy to identify and apply special risk factors to the customers' advantage. That, and our skilled underwriting technicians who are friendly, accessible and empowered to make decisions. We only transact business through professional UK insurance intermediaries and we take pride in fostering excellent working relationships. Our products feature prominently on Aggregators' sites, such as Confused.com, Go Compare and Compare the Market, via our broker partners.