Technology Operations Delivery Centre Analyst in London

About The Business

Quilter plc is a leading provider of financial advice, investments and wealth management, committed to being the UK’s best wealth manager for clients and their advisers. Quilter oversees £141.2 billion in customer investments (as of December 2025). It has an adviser and customer offering spanning financial advice, investment platforms, multi‑asset investment solutions, and discretionary fund management. The business is comprised of two segments: Affluent and High Net Worth.

Affluent encompasses the financial planning business, Quilter Financial Planning, the Quilter Investment Platform and Quilter Investors, the multi‑asset investment solutions business. High Net Worth includes the discretionary fund management business, Quilter Cheviot, together with Quilter Cheviot Financial Planning. At Quilter we never stand still. Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers, but we have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve. Our business is transforming, continually modernising, and becoming even more customer centric. So, if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it’s the perfect time to join us!

About The Role

Level: 2
Department: IT Operations
Location: London
Contract type: Permanent

The Technology Delivery Centre Analyst is a critical role in delivering high‑quality IT services to our internal and external customers through efficient support and preventative maintenance. The role is responsible for provisioning maintenance and regular checks on our infrastructure estate, resolving escalated end‑user issues, incidents and where appropriate major incidents. The function provides walk‑up tech bars for users to obtain immediate support. Whilst supported by Customer Service and Infrastructure SMEs, the Delivery Centre Analyst provides a hub through which all customer support and preventative action to deliver operational support is focused.

Responsibilities

• Diagnose and Resolve Technical Issues: Quickly identify and address technical problems to minimise downtime.
• Maintenance and Support: Perform routine maintenance and support for end‑user and infrastructure environments (such as application and job maintenance, daily system checks, onsite end‑user and meeting‑room support, build support, walk‑up customer issues, etc.)
• Problem Management ownership and investigation.
• Knowledge Management creation, validation and communication.
• Event Monitoring: Proactively monitor events and respond to incidents to prevent service disruptions.
• Identify and triage security incidents.
• Resolving technical issues escalated beyond level‑1 support expertise.
• VIP Support and Event Management: Deliver high‑quality support for VIPs and manage technical aspects of corporate events.

Key Projects or Undertakings

• Provide onsite and remote support for end‑user locations and infrastructure environments.
• Continually improve support processes across the technology function and our platforms.
• Third‑party engagement and coordination to support delivery of service, issue resolutions, etc.
• Maintain existing and submit new knowledge base articles to improve support capabilities, self‑service opportunities, reduce customer impact and improve staff efficiency.
• Review and approve changes requested by Customer Support and Infrastructure teams.
• Support the Customer Outcomes Manager, Project Managers and other stakeholders in understanding customer requirements and expectations and testing these in new or changed services.

Main Stakeholders

• Business users and customers – provide the necessary level of support to achieve the desired outcomes of our customers and deliver an excellent customer journey.
• Infrastructure support, design and development functions within Technology – Provide excellent support to Technology colleagues to ensure desired outcomes are achieved.
• Head in CIO function and Senior Technology Management - Provide updates and insights to senior technology management and the CIO function.
• Service Operations customer support and fulfilment teams – Provide appropriate triage and data gathering to ensure handovers and escalations are accurate.

About You

Essential Experience, Skills, and Knowledge

• Proven experience in IT Service Management processes, standards and IT support roles.
• Experience using Service Management, diagnostic, collaboration and support tools such as NextThink, ServiceNow, SCCM, etc.
• Excellent customer service skills and focus.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with various departments and stakeholders.
• Professional work ethic with experience in supporting VIP’s and Company Executive’s.

Inclusion & Diversity

We value diversity and strive to promote inclusivity in all aspects of our culture. We believe in equal opportunities for all, ensuring that no applicant encounters less favourable treatment based on anything but their skills, qualifications, experience, and potential. We celebrate the unique contributions of a diverse workforce and create a respectful, nurturing environment where every colleague can thrive.

Values

• Do the right thing: We act with integrity and are proudly committed to going above and beyond in service of our clients and the support we provide our communities.
• Always curious: We continuously seek new ideas and knowledge so we’re one step ahead of our clients’ needs. We look for inspiration everywhere and encourage experimentation, recognising that this is how we create brilliant solutions for brighter futures.
• Embrace challenge: We aim high to transform our potential into meaningful outcomes. With ambition as our driving force and a steadfast commitment to growth, we succeed for the good of every generation.
• Stronger together: Combining our diverse talents, we accomplish more collectively than we ever could do alone. We speak openly, actively listen, and support each other, and constructively challenge and embrace new ideas. We seek empowerment and demonstrate ownership and trust, with the confidence to make impactful decisions.

Core Benefits

• Holiday: 182 hours (26 days)
• Quilter Incentive Scheme: All employees are eligible to participate in the incentive scheme, to incentivise business performance and their contribution.
• Pension Scheme: A non‑contributory company pension scheme that can be boosted through personal contributions.
• Private Medical Insurance: Single cover as standard with options to increase cover to include your partner or children.
• Life Assurance: 4x your salary.
• Income Protection: 75% of salary, less state benefits, payable after 26 weeks of absence.
• Healthcare Cash Plan: Jersey employees only.
• In addition to our core benefits, we offer a range of flexible benefits to UK employees that you can choose from and pay for conveniently via a salary deduction.