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For Companies 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.
- 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.
- Other info: Dynamic role with a focus on continuous improvement and collaboration.
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.
Contact Detail:
Thinkways Software Technologies Pvt. Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Analyst in Salford
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to IT Service Management and ITIL processes. We recommend doing mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Showcase your analytical skills! Bring examples of how you've used data to drive service improvements or resolve incidents in past roles. This will help you stand out as a candidate who can deliver real value.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team at Thinkways Software Technologies.
We think you need these skills to ace Service Delivery Analyst in Salford
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Delivery Analyst role. Highlight your ITIL expertise and relevant experience in service management processes. We want to see how your skills align with our needs!
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 you can contribute to our team. Keep it concise but impactful – we love a good story!
Showcase Your Analytical Skills: Since this role requires strong analytical skills, don’t forget to mention specific examples where you've used data analysis to drive improvements. We’re all about continuous improvement here at StudySmarter!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Thinkways Software Technologies Pvt. Ltd.
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge before the interview. Be ready to discuss how you've applied ITIL processes in your previous roles, especially in areas like Change Management and Incident Management. This will show that you understand the framework and can bring valuable expertise to the table.
✨Showcase Your Analytical Skills
Prepare examples of how you've used data analysis to drive service improvements or resolve issues. Think about specific incidents where your analytical skills made a difference. This will demonstrate your ability to identify trends and contribute to continuous improvement, which is key for this role.
✨Communicate Clearly and Confidently
Since the role involves liaising with various stakeholders, practice articulating your thoughts clearly. Use the STAR method (Situation, Task, Action, Result) to structure your responses during the interview. This will help you convey your experiences effectively and keep the conversation engaging.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific service delivery challenges. Think through potential scenarios related to Major Incidents or Change Management and prepare your responses. This will not only showcase your problem-solving skills but also your readiness to tackle real-world issues in the role.