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- Tasks: Join us as an IT Service Delivery Analyst, driving service improvements and ensuring seamless user experiences.
- Company: Chetwood Bank is a UK-based digital bank focused on straightforward savings and mortgages.
- Benefits: Enjoy 25 days holiday plus your birthday off, hybrid working, and private health insurance.
- Why this job: Be part of a dynamic team improving IT services while developing your skills in a supportive environment.
- Qualifications: Experience with Atlassian Jira, strong communication skills, and a background in service delivery are essential.
- Other info: Free breakfast available and a pension contribution with Royal London.
The predicted salary is between 28800 - 43200 £ per year.
The role is a key part of the IT Service Delivery function and is the face of service delivery for the bank. It plays a key role in the department's purpose of “Providing value enhancement through creating a seamless user experience by protecting, maintaining, and improving the stability of Chetwood services.” It is responsible for the identification and running of improvements until completion for IT services, which includes helping to develop strategy, systems and processes using the most appropriate technology. Responsibilities also include the maintaining of the Service Improvement service desk ensuring accurate and detailed data is captured for all improvements.
Key Responsibilities
- Drive service improvement activities and processes whilst ensuring efficient logging, progression, and resolution within agreed timeframes.
- Escalate improvements and risks to internal and external stakeholders as appropriate.
- Conduct regular improvement analysis and colleague discussions to ensure key services within the business are operating in the correct manner and as efficiently as possible.
- Monitor, manage, and report on IT service performance, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Work in coordination with the other members of the IT Service Delivery Team to implement improvements which resolve Post Incident Review (PIR) actions.
- Act as the primary point of contact for certain service-related issues, liaising with internal stakeholders and service providers to ensure effective communication and service delivery.
- Maintain accurate documentation of IT service processes, procedures, and performance metrics.
- Generate regular reports for management review.
- Assisting the IT Service Delivery Manager with trend analysis on Service Delivery performance.
- Continuously develop an understanding of new and existing IT toolsets within the business in order to support and/or develop as needed.
- Assist in maintaining, configuring, developing, and improving the Chetwood services under remit (such as Jira workspace, specifically focussing on company managed projects).
- Increase of automation within the business using tools such as Jira automation and integrations such as Zapier.
- Work in coordination with relevant internal teams and vendors to maintain the services & tools under remit (such as the telecommunications system Genesys).
Internal: Bank staff across all levels; communicate and disseminate through a range of processes to different internal audiences.
External: Key partners – AWS, Salesforce, IPI, Infinity Group, Dell, etc.
Skills, Knowledge and Expertise
- Atlassian Jira Administration experience.
- Previous experience in Service Delivery, or Sys Admin.
- Excellent communication skills.
- Excellent service and process improvement identification skills.
- Understanding of Microsoft 365.
- Understanding of Genesys telecommunications software.
- Strong IT service desk experience.
- Asset Management (e.g., Jira Assets).
- Understanding of good email security practices (e.g., phishing awareness).
- Good overall security practices.
- ITIL certification or demonstrable experience working in an ITIL aligned environment.
- Experience with one, or more, Service Management tools (e.g., Jira or Service Now).
- Ability to understand technical disciplines.
- Incident and problem management experience.
- Strong troubleshooting and fault-finding skills.
- Strong cloud collaboration skills and experience.
- Understanding of IT Security and compliance.
- Ability to plan and prioritise workload.
- Some knowledge of change management.
- Some knowledge of problem management.
- Some knowledge of risk management.
Benefits
- Competitive salary.
- 25 days holiday PLUS your BIRTHDAY off.
- Pension contribution with Royal London.
- Life Assurance.
- Private medical, dental and optical health insurance with Axa.
- Hybrid working – Wrexham.
- Free breakfast available.
About Chetwood Bank
We’re a UK-based digital bank dedicated to getting the basics right and offering straightforward savings and mortgages.
IT Service Delivery Analyst - Wrexham employer: What Jobs
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What Jobs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Delivery Analyst - Wrexham
✨Tip Number 1
Familiarise yourself with the specific tools mentioned in the job description, such as Atlassian Jira and Genesys. Having hands-on experience or even completing online tutorials can give you a significant edge during discussions.
✨Tip Number 2
Network with current or former employees of Chetwood Bank on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations for the IT Service Delivery Analyst role.
✨Tip Number 3
Prepare to discuss your previous service delivery experiences in detail. Be ready to share specific examples of how you've driven service improvements and managed incidents, as this will demonstrate your capability to fulfil the role's responsibilities.
✨Tip Number 4
Stay updated on the latest trends in IT service management and cloud collaboration tools. Showing that you are proactive about learning and adapting to new technologies can set you apart from other candidates.
We think you need these skills to ace IT Service Delivery Analyst - Wrexham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT service delivery and administration, particularly with tools like Atlassian Jira. Emphasise your skills in communication, process improvement, and any ITIL certification you may have.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and how your background aligns with the responsibilities outlined in the job description. Mention specific experiences that demonstrate your ability to drive service improvements and manage IT service performance.
Showcase Relevant Skills: Clearly list your technical skills related to Microsoft 365, Genesys telecommunications software, and any service management tools you've used. Highlight your troubleshooting abilities and understanding of IT security practices, as these are crucial for the role.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for an IT Service Delivery Analyst.
How to prepare for a job interview at What Jobs
✨Understand the Role
Make sure you have a clear understanding of the IT Service Delivery Analyst role. Familiarise yourself with the key responsibilities, such as driving service improvement activities and managing IT service performance. This will help you articulate how your skills align with the job.
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Atlassian Jira, Microsoft 365, and Genesys telecommunications software. Highlight any relevant projects where you've successfully implemented improvements or managed service delivery, as this will demonstrate your capability in the technical aspects of the role.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving and troubleshooting skills. Think of examples from your past experiences where you identified service improvements or resolved issues effectively, and be ready to explain your thought process.
✨Communicate Effectively
Since excellent communication skills are crucial for this role, practice articulating your thoughts clearly and concisely. Be ready to discuss how you would liaise with internal stakeholders and external partners to ensure effective service delivery.