At a Glance
- Tasks: Support service operations and improve IT service quality across a dynamic team.
- Company: Join SSE, a leader in energy transition and infrastructure development.
- Benefits: Enjoy flexible working, competitive salary, and wellness perks like free online GP.
- Other info: SSE values diversity and offers equal opportunities for all applicants.
- Why this job: Make a real impact on critical services while advancing your career in a supportive environment.
- Qualifications: Experience in service delivery and knowledge of ITIL practices are essential.
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: 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.
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: 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. As well as 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.
Ready to apply: Start your online application using the Apply Now box on this page. We only accept applications made online. We'll be in touch after the closing date to let you know if we'll be taking your application further. If you're offered a role with SSE, you'll need to complete a criminality check and a credit check before you start work.
Senior Service Delivery Analyst employer: SSE PLC
SSE is an exceptional employer that prioritises employee wellbeing and growth, offering a competitive salary range of £61,620 - £72,592 along with flexible working options and a comprehensive benefits package. With a strong commitment to inclusivity and professional development, SSE fosters a collaborative work culture where employees can thrive while contributing to the vital energy transition. Located in Reading or Havant, this role provides a unique opportunity to be part of a forward-thinking organisation dedicated to building a sustainable future.
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 current or former employees at SSE on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral.
✨Tip Number 2
Prepare for the interview by diving deep into ITIL practices and the SIAM model. We want to show that we know our stuff and can hit the ground running in the Senior Service Delivery Analyst role.
✨Tip Number 3
Practice common interview questions, especially around service delivery and operational governance. We need to articulate our experience clearly and confidently to impress the hiring team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows we’re serious about joining the SSE team.
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 great 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. We appreciate evidence-based recommendations, so share those success stories with us!
Apply Through Our Website:Remember, we only accept applications made online. So, head over to our website and use the 'Apply Now' button. It’s the easiest way to get your application in front of us, and we can’t wait to hear from you!
How to prepare for a job interview at SSE PLC
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL practices, especially how they apply in a Service Integration and Management (SIAM) model. Be ready to discuss specific examples of how you've used these practices in past roles, as this will show your understanding of the governance and assurance aspects of service delivery.
✨Demonstrate Your Analytical Skills
Prepare to talk about how you've identified trends, risks, and control gaps in previous positions. Bring concrete examples of how you’ve implemented corrective actions to improve service quality and resilience. This will highlight your proactive approach and problem-solving abilities.
✨Familiarise Yourself with Configuration Management
Since the role involves supporting Configuration Management activities, ensure you understand the importance of CMDB and CSDM. Be ready to discuss your experience with service mapping and data quality governance, particularly if you've used ServiceNow.
✨Tailor Your Communication Style
Given that you'll be communicating with various stakeholders, practice how to present operational reports and dashboards tailored to different audiences. Think about how you can convey complex information clearly and concisely, especially to senior stakeholders and service teams.
