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- Tasks: Support IT service delivery and improve processes for customers and colleagues.
- Company: Join a dynamic team in a leading IT service provider.
- Benefits: Up to £35,000 salary, hybrid working, generous holiday allowance, and exclusive discounts.
- Other info: Enjoy free parking, an onsite coffee lounge, and opportunities for professional development.
- Why this job: Make a real impact on IT services while developing your skills in a supportive environment.
- Qualifications: Strong service management knowledge and awareness of ITIL practices.
The predicted salary is between 32000 - 35000 £ per year.
We are currently recruiting for an IT Service Delivery Analyst vacancy within our IT team. The role is based from our Customer Support Centre in Walsall and offers the opportunity for hybrid working.
Salary: Up to £35,000 plus benefits
Contract Type: Full Time
Working Pattern: Permanent
Hours: 40.0
The IT Service Delivery Analyst will support the Senior Service Delivery Manager in the delivery and continual improvement of IT services for customers and colleagues. The role will monitor and manage supplier performance, ensuring KPIs and SLAs are achieved, and address underperformance. Using ITIL frameworks, the Analyst will lead and coordinate IT Change and Problem Management activities. Responsibilities include coordinating and communicating change programmes, facilitating Change Approval Board meetings, supporting root cause analysis for recurring issues and driving process improvement implementation.
We uphold three core behaviours: Love Our Customers, Care for Our Colleagues, Protect Our Pounds/Euros.
Why Choose Us:
- Professional development: A comprehensive induction plan and the opportunity to complete in-house development programmes to set you up for success or to pursue QUALIFICATION through our apprenticeship programme.
- Bonus Potential: Unlock the possibility of earning additional bonuses, rewarding your hard work and achievements.
- Free On-Site Parking: Enjoy the convenience of free parking, making your daily commute hassle-free.
- Onsite Coffee Lounge: Take advantage of our onsite coffee lounge, a perfect space to relax and recharge during breaks.
- Exclusive Store Discounts: Receive a 10% discount on most in-store purchases, enhancing your shopping experience.
- Family-Friendly Benefits: Our comprehensive benefits are designed to support your and your family’s needs.
- My Staff Shop: Gain exclusive discounts through our ‘My Staff Shop’ portal, saving on various products and services.
- Life Assurance Cover: Enjoy peace of mind with our life assurance cover, securing your family’s future.
- Health & Wellbeing Programme: Benefit from an employee assistance programme that supports your health and wellbeing.
- Generous Holiday Allowance: Start with a generous leave entitlement that increases by one day each year (up to 33 days), with the option to buy additional holiday annually. Celebrate your special day off work every year with an extra day’s holiday because we believe birthdays are important.
- Pension Scheme: Plan for the future with our contributory pension scheme, helping you save for a secure retirement.
Your Impact And Responsibilities:
- Support the delivery and continual improvement of IT services, contributing ideas to improve service management processes and ways of working.
- Support the Service Delivery team by acting as an operational point of contact for suppliers, ensuring adherence to Incident, Change and Problem Management processes.
- Promote ITIL aligned best practice across Technology, supporting consistent and effective service management.
- Monitor and report on supplier performance against SLAs and OLAs, supporting service reviews and contract discussions.
- Support PO requisitions and financial tracking to help maintain control of IT spend.
- Support Incident, Change, Knowledge and Problem Management activities, including RCA and major problem support.
- Maintain ITSM documentation, SLAs, KPIs and Service Catalogues to agreed standards.
- Assist with mitigating and managing service risks, escalations and stakeholder communications.
- Support continual service improvement initiatives across the service portfolio.
- Support the transition of new and existing services and suppliers into BAU support.
Skills And Knowledge:
- Strong Service Management knowledge with the ability to manage and challenge IT suppliers.
- Awareness of ITIL practices, particularly Incident, Change and Problem Management.
- Working knowledge of SLAs, KPIs and service metrics.
- Experience managing services and suppliers in a live operational setting.
- Experience supporting Change Management processes, including risk and impact assessment and participation in CAB.
- Experience with Problem Management, including RCA, trend analysis and reducing recurring incidents.
- ITIL V3/V4 Qualification (advantageous).
We reserve the right to close this vacancy early if we receive a high volume of applications for the role. If you are interested, apply as early as possible.
IT Service Delivery Analyst in Walsall employer: Poundland & Dealz
Contact Detail:
Poundland & Dealz Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Delivery Analyst in Walsall
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups, and connect with people 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 practising common questions and scenarios related to IT service delivery. We recommend role-playing with a friend or using online resources to get comfortable with your responses.
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your achievements in service management, especially any improvements you've driven. This will help you stand out during interviews.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace IT Service Delivery Analyst in Walsall
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Service Delivery Analyst role. Highlight your experience with ITIL practices and service management, as these are key for us. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about improving IT services and how you can contribute to our team. Remember, we love candidates who show they care about our customers and colleagues.
Showcase Relevant Experience: When filling out your application, be sure to showcase any relevant experience you have with managing suppliers and monitoring performance against SLAs. We want to know how you've tackled challenges in the past and what you've learned from them.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at Poundland & Dealz
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge, especially around Incident, Change, and Problem Management. Be ready to discuss how you've applied these frameworks in past roles, as this will show your understanding of best practices and your ability to contribute to service improvement.
✨Showcase Your Supplier Management Skills
Prepare examples of how you've managed supplier performance in previous positions. Highlight any experiences where you’ve successfully addressed underperformance or improved service delivery, as this aligns perfectly with the responsibilities of the role.
✨Demonstrate Your Problem-Solving Abilities
Be ready to talk about specific instances where you've conducted root cause analysis or implemented solutions to recurring issues. This will illustrate your analytical skills and your proactive approach to problem management, which is crucial for this position.
✨Emphasise Your Customer-Centric Approach
Remember to convey your commitment to customer satisfaction. Share examples of how you've gone above and beyond to support customers or colleagues, as this reflects the core behaviours of the company and shows that you align with their values.