Service Delivery Analyst

Wavenet is a Managed Services Provider (MSP) offering Cybersecurity, Communications and Connectivity to our highly valued customers. Our work stands out from the crowd. Offering exceptional 24/7 support based in the UK, dedicated Account Managers and unrivalled SLA guarantees on a wide range of our solutions, Wavenet is a trusted supplier of Voice, Data, Cloud, Cyber Security and Mobile Solutions to thousands of businesses across the UK. We have over 900 passionate colleagues working within our business supporting our ever-growing customers’ needs.

We have an exciting opportunity for a Service Delivery Analyst with a genuine passion for Cyber Security to join our expanding CyberGuard team at Wavenet.

As a Service Delivery Analyst, you’ll be the key technical liaison between our customers and Wavenet Service teams, acting as a trusted point of escalation. You will build and maintain strong customer relationships, deliver insightful reporting, and ensure seamless service operations. This is a role where you’ll not only support our clients but also help us continually improve our services and customer experience.

What You’ll Be Doing

• Create and deliver professional reports on service performance, incidents, and improvements.
• Present detailed technical service reports, translating data into clear, customer-friendly insights.
• Analyse issues within client estates and present findings during service reviews.
• Act as a liaison between clients and internal technical teams to ensure service expectations are met.
• Provide calm, clear communication during incidents, reassuring and updating customers.
• Accurately document meetings, actions, and customer communications.
• Support smooth client transitions into BAU.
• Gather and analyse customer insight data, reporting to the Head of Customer Experience.
• Stay up to date with emerging cyber threats, trends, and technologies.
• Complete additional tasks as delegated by senior management.

What We’re Looking For

• Previous experience in a similar service delivery or analyst role.
• Experience with ITSM platforms.
• Knowledge of query languages such as KQL, SQL, or SPL, and experience creating security rules/analytics.
• Background working within an MSSP environment.
• Understanding of technologies offered across CyberGuard.
• Familiarity with cloud security best practices (Azure / AWS).
• Strong analytical, problem-solving, and rapport-building skills.
• Excellent written and verbal communication, with the ability to explain technical details to non-technical stakeholders.
• Ability to create and present professional technical reports.
• Eligible for (or currently hold) Security Check (SC) clearance.
• Highly organised, proactive, adaptable, and a strong team player.

At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.

• Hybrid Working: A flexible hybrid model, typically 3–4 days per week in one of our offices, with the option to work from home where appropriate.
• Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
• Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.