At a Glance
- Tasks: Support service operations and improve IT service quality in a dynamic environment.
- Company: Join SSE, a leader in energy transition and innovation.
- Benefits: Competitive salary, flexible working, health perks, and family support.
- Other info: Inclusive workplace with opportunities for growth and development.
- Why this job: Make a real impact on critical energy infrastructure and service delivery.
- Qualifications: Experience in service operations 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 role 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.
You will:
- 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.
You have:
- 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'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.
Flexible benefits to fit your life:
- 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.
Work with an equal opportunity employer:
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 in Portsmouth employer: SSE PLC
SSE is an exceptional employer, offering a dynamic work environment that prioritises employee wellbeing and professional growth. With flexible working options and a comprehensive benefits package, including discounts on healthcare and family entitlements, SSE fosters a culture of inclusivity and support, making it an ideal place for those looking to make a meaningful impact in the energy sector.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Delivery Analyst in Portsmouth
✨Tip Number 1
Network like a pro! Reach out to current employees at the company through LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Senior Service Delivery Analyst role.
✨Tip Number 2
Prepare for the interview by brushing up on ITIL practices and service delivery concepts. We recommend creating a cheat sheet of key terms and examples that relate to the job description, so you can impress the interviewers with your knowledge.
✨Tip Number 3
Showcase your problem-solving skills! Be ready to discuss specific instances where you've identified operational issues and implemented improvements. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team and contributing to our mission.
We think you need these skills to ace Senior Service Delivery Analyst in Portsmouth
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 info you need about the role and our company culture there!
How to prepare for a job interview at SSE PLC
✨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 showcase your ability to identify trends and risks in service performance. Think of concrete examples where you've successfully implemented corrective actions or improvements based on data analysis. This will highlight your proactive approach and problem-solving skills.
✨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.
✨Tailor Your Communication Style
Given that you'll be communicating with various stakeholders, practice how to tailor your messages for different audiences. Prepare examples of how you've effectively communicated complex information to senior stakeholders or service teams, ensuring clarity and engagement. This will show your adaptability and communication skills.
