At a Glance
- Tasks: Ensure top-notch IT service quality and manage incidents like a pro.
- Company: Join Thinkways Software Technologies, a forward-thinking tech company.
- Benefits: Flexible hybrid working, competitive salary, and opportunities for growth.
- Other info: Dynamic role with a focus on continuous improvement and collaboration.
- Why this job: Make a real impact on IT service delivery and enhance user experiences.
- Qualifications: Experience in IT Service Management and strong analytical skills required.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Service Delivery Analyst role at Thinkways Software Technologies Pvt. Ltd. Locations available: Peterborough, Manchester, Stoke‑On‑Trent, Chesterfield (flexible hybrid working). We have offices based in the above locations, however, we are open to largely remote working with the occasional travel to an office.
Role Purpose
The Service Delivery Analyst ensures robust governance and control across IT Service Management processes to protect and enhance service quality in line with business objectives and industry best practice. This role requires strong ITIL process expertise, analytical skills, and the ability to minimise service impact through effective management of Major Incidents, Change, IT Service Continuity, Disaster Recovery, Problem, Configuration, and Risk Management. This role includes collaboration with technical and business teams to resolve root causes of service issues, drive continuous improvement, and ensure smooth transition of changes into live service.
Key Responsibilities
- Service Governance & Process Management: Embed and mature ITIL aligned processes across Change, Major Incident, Problem, Risk, and Service Continuity. Protect service operations through effective change control and governance. Drive process compliance, efficiency, and quality based on defined outcomes and business value.
- Change & Configuration Management: Administer Change Management activities, including leading CAB meetings, managing RFCs, and maintaining the change schedule. Support development and maintenance of the Configuration Management Database (CMDB).
- Incident & Problem Management: Coordinate rapid response to Major Incidents, ensuring timely communication and resolution. Facilitate post‑incident reviews and root cause analysis to prevent recurrence.
- Service Continuity & Risk Management: Govern IT Service Continuity and Disaster Recovery processes; plan and execute DR tests. Maintain and report on risk registers, articulate risks to stakeholders, and track remediation activities. Provide management information and KPIs on continuity and risk performance.
- Reporting & Communication: Produce service performance reports, including KPIs, SLAs, and availability metrics. Communicate effectively with stakeholders, project managers, and third‑party suppliers to safeguard service during change and transition.
- Continuous Improvement: Identify service improvement opportunities through data analysis and trend recognition. Deliver CSI initiatives aligned to agreed plans and business priorities.
Essential
- Proven experience in IT Service Management across the service lifecycle.
- In‑depth knowledge of ITIL best practices and process improvement.
- Hands‑on experience in multiple areas: Change, Major Incident, Service Continuity, Disaster Recovery, Risk, Problem, and Configuration Management.
- Ability to negotiate and define SLAs and KPIs with stakeholders.
- Experience in protecting service through effective change and risk management.
Desirable
- A keen interest in IT and developments in the sector, attention to detail, analytical abilities and the ability to recognise trends.
- ITIL qualifications across the service lifecycle framework, including Service Operation and Service Transition.
Seniority level: Mid‑Senior level. Employment type: Full‑time. Job function: Customer Service. Industries: Administrative and Support Services.
Service Delivery Analyst in Salford employer: Thinkways Software Technologies Pvt. Ltd.
At Thinkways Software Technologies Pvt. Ltd., we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and development. With flexible hybrid working options available across our offices in Peterborough, Manchester, Stoke-On-Trent, and Chesterfield, we empower our Service Delivery Analysts to thrive in a supportive environment that encourages continuous improvement and collaboration. Join us to be part of a forward-thinking team where your contributions directly impact service quality and business success.
Contact Details:
Thinkways Software Technologies Pvt. Ltd. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Analyst in Salford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Thinkways Software Technologies Pvt. Ltd.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Thinkways Software Technologies Pvt. Ltd. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Delivery Analyst in Salford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Thinkways Software Technologies Pvt. Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at Thinkways Software Technologies Pvt. Ltd. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Thinkways Software Technologies Pvt. Ltd.!
How to prepare for a job interview at Thinkways Software Technologies Pvt. Ltd.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
