At a Glance
- Tasks: Support service operations and improve IT service quality across the organisation.
- Company: Join SSE, a leader in energy transition and innovation.
- Benefits: Competitive salary, healthcare discounts, wellbeing support, and family entitlements.
- Other info: Flexible working options and a commitment to inclusivity.
- Why this job: Make a real impact in a dynamic environment focused on energy solutions.
- Qualifications: Experience in service delivery and knowledge of ITIL practices required.
The predicted salary is between 61620 - 72592 € per year.
Base Location: You'll be expected to spend 50% of your working week in one of the following locations: Reading or Havant.
Salary: £61,620 - £72,592 and a range of benefits to support your finances, wellbeing and family.
Working Pattern: Permanent | Full Time | Flexible First options available.
The Senior Service Delivery Analyst supports the governance, assurance and continual improvement of Service Operations and Management across the ecosystem. Working within the Service Operations and Delivery team, the role supports the integration and collaboration of Service Providers, Service Integrator and Operational teams, providing retained operational insight, reporting and service assurance. The role monitors service health and performance, identifies trends, risks and control gaps, and supports the implementation and tracking of corrective actions to improve service quality and resilience. The role also contributes to ITSM process assurance and operational governance forums, and provides key support to major incident management and retained operational escalation.
Responsibilities
- Support the security, resilience and integrity of IT services by supporting operational governance, compliance and assurance activities, ensuring information is accurate and available to meet internal and external audit and regulatory requirements.
- Assist with Configuration Management activities and work in partnership with the ITSM platform team and Service Integrator to assure CMDB and service data quality (e.g.service/CI relationships, ownership, dependencies and criticality), coordinating updates and remediation as necessary.
- Support ongoing CSDM implementation and maturity by identifying and documenting end-to-end IT services using standard methods and tooling, supporting accurate service ownership, operational support models, and clarity of responsibilities across service providers.
- Ensure retained operational service reports, dashboards and communications are accurate, timely and tailored to different operational situations and audiences (including senior stakeholders, service teams and suppliers).
- As part of the duty service operations manager roster, provide out-of-hours governance and oversight for incidents or escalations, ensuring timely communications, engagement and appropriate escalation through to resolution.
Qualifications
- Experience in a Service Operations / Service Delivery environment supporting business-critical services within a medium to large organisation, including working with outsourced and multi-supplier teams.
- Working knowledge of ITIL practices and how they are applied in a SIAM model, including retained governance, service reviews, risk/issue escalation and action tracking. ITIL V4/5 foundation desirable.
- Able to identify recurring operational issues and articulate practical improvement options, supporting problem management and continual service improvement through evidence-based recommendations.
- Experience supporting Configuration Management (CMDB) and an understanding of CSDM, including service mapping and data quality governance (e.g., CI relationships, ownership, criticality and dependencies), ideally using ServiceNow.
- A proactive approach with the ability to multi-task and prioritise own workload within demanding schedules.
About SSE
SSE’s purpose is to provide energy needed today while building a better world of energy for tomorrow. We do this by developing, building, operating and investing in electricity infrastructure and businesses needed in the energy transition. Our Transforming for Growth investment plan sees us investing £33bn in critical electricity infrastructure across the five years to 2030. Our IT division powers growth across all SSE business areas by making sure we have the systems, software and security needed to take the lead in a low carbon world. They provide expertise, advice and day-to-day support in emerging technologies, data and analytics, cyber security and more.
Benefits
- Enjoy discounts on private healthcare and gym memberships.
- Wellbeing benefits like a free online GP and 24/7 counselling service.
- Interest‑free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme.
- Generous family entitlements such as maternity and adoption pay, and paternity leave.
Equal opportunity statement
SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. Please contact David.Brickell@sse.com / 01738 275 846 to discuss how we can support you. We're dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry.
Senior Service Delivery Analyst employer: Scottish and Southern Electricity Networks
SSE is an exceptional employer that prioritises employee wellbeing and growth, offering a flexible working environment in Reading or Havant. With a commitment to inclusivity, generous benefits including private healthcare discounts, and opportunities for professional development, SSE fosters a culture where employees can thrive while contributing to a sustainable energy future.
Contact Detail:
Scottish and Southern Electricity Networks Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Delivery Analyst
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at local meetups. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their values and goals.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms to get comfortable with common questions and scenarios.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed and you’re considered for the role.
We think you need these skills to ace Senior Service Delivery Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Service Delivery Analyst role. Highlight your experience in service operations and any relevant ITIL practices you've applied. 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 this role and how your background makes you a perfect fit. We love seeing genuine enthusiasm, so let your personality come through!
Showcase Your Achievements:When detailing your experience, focus on specific achievements that demonstrate your ability to improve service quality and resilience. Use metrics where possible – numbers speak volumes and help us understand the impact you've made!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you'll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Scottish and Southern Electricity Networks
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge, especially how it applies in a Service Integration and Management (SIAM) model. Be ready to discuss specific examples of how you've used ITIL practices in your previous roles, as this will show your understanding of the framework and its importance in service delivery.
✨Demonstrate Your Analytical Skills
Prepare to talk about how you've identified recurring operational issues in the past. Bring examples of how you’ve articulated practical improvement options and supported problem management. This will highlight your proactive approach and ability to contribute to continual service improvement.
✨Familiarise Yourself with Configuration Management
Since the role involves supporting Configuration Management activities, ensure you understand the nuances of CMDB and CSDM. Be ready to discuss your experience with service mapping and data quality governance, particularly if you've used ServiceNow. This will demonstrate your technical expertise and readiness for the role.
✨Tailor Your Communication Style
Given that you'll be preparing reports and dashboards for various stakeholders, practice how to communicate complex information clearly and concisely. Think about how you can adapt your communication style depending on your audience, whether it's senior stakeholders or operational teams. This skill is crucial for ensuring everyone is on the same page.
