Service Delivery Analyst - Aberdeen - 2290

Name: PXL Collective
Price range: $

Reference:: 2290

Posted on: 23 October 2023

We have an excellent opportunity for a highly motivated and skilled Service Delivery Analyst to join our team in Aberdeen. The Service Delivery Analyst will be responsible for service level reporting of both incident and requests across the estate to ensure adherence to the appropriate SLA’s and KPI’s. Engage across multi-disciplinary teams including the IS team and 3rd party vendors to report on performance against all ITIL disciplines including incident, change and problem management

If you are a team player, possess excellent communication skills and have drive and enthusiasm we’d love to hear from you.

What you’ll do

Oversee a managed service and ensure it is meeting client needs/expectations by facilitating the use of performance metrics and identifying trends and patterns and acting on those where necessary
Provision of monthly reports, analytics, and execution of delivery meetings with both internal and external stakeholders
Revise reporting procedures and process, ensuring these are fit for purpose and make suggestions for improvement where required
Develop and implement Service Management processes and procedures which align to the ITIL framework
Work with colleagues across the business to ensure operational governance, standards and compliance for service delivery is aligned where feasible
Support the governance of and evergreening of the configuration management database (CMDB) and asset management information covering both software and hardware
Adhere to enterprise technology standards, governance processes and performance metrics
Ensure the adoption of (and commitment towards) service improvements
Build successful relationships with other IS and business functions through a clear understanding of business needs and ensures delivery of IT services to meet those needs
Follow the formal governance mechanism to establish and monitor effective controls for the processes and functions performed by IS operations teams
Be responsible for ensuring IS operational capabilities achieve regulatory or statutory compliance requirements
Work with minimal supervision, using clearly defined processes and procedures

What to bring

Working experience of IT and Change, Problem and Incident Management
ITIL certification, ideally to an advanced level
Solid experience of analysing information, identifying trends and patterns and preparing reports and flow
Exceptional Customer Service skills
ServiceNow experience preferable, but not essential
Strong IT operations acumen, including cross-domain knowledge and preferably earlier career experience in an individual contributor role in IT support and operations
Experience of developing and implementing process improvements
Experience of managing and maintaining an ITSM tool
Experience of delivering governance practices to track and measure the quality of services, and maintain service improvement plans
A keen eye for detail and experienced in process and documentation
PowerBI / Advanced Excel skills preferred, but not essential
Excellent verbal and written communication skills
Excellent collaborative/team working with planning and execution skills
Self-motivated and pro-active with a willingness to go the extra mile to achieve important goals
Demonstrable ability in delivering value for the business through the means of defined services and a service catalogue
Ability to work closely with the wider IS team to share threats and information to ensure infrastructure, application and data services are secure

What You’ll Get in Return:

We are committed to recognising and rewarding hard work and offer a competitive salary and benefits package which includes (but is not limited to) the following;

Company Pension Scheme
Private Medical Insurance
Private Dental Insurance
Group Income Protection Plan
Group Life Assurance
Cycle to Work Scheme
Prosocial Events
Electric Car Salary Sacrifice Scheme

We also believe effective training and development benefits both the individual and the organisation as a whole and contributes to the achievement of the company’s mission. We encourage all our employees to further their skills and experience via various methods of learning. If an employee elects to self-study in their own time, the company will fund the self-study materials and exam fees. Furthermore, once the exam is passed, the employee will be entitled to an incentive bonus.

If you are enthusiastic, willing to always learn and looking for a challenging but rewarding position where you work for a forward-thinking organisation who offer excellent opportunities, please send you CV to talent@prosource.it.

We welcome applications from disabled candidates, so if you have any access needs or may need adjustments in the assessment process - just let us know.

Successful candidates will be subject to background and right to work checks.

About us

prosource.it is a professional services provider in technology. Established as a traditional provider of managed IT services, prosource.it has evolved with industry and the rapid pace of change within the technology sector. We recognise the importance of people and business process in the successful adoption of technology and change. Our readiness to embrace and apply change comes from our people and we offer a variety of business services across the lifespan of successful technological deployment and adoption. We are a people centred business with a global workforce of 500 plus staff and contractors.

Our values are central to what we do and how we do it. We feel they are simple and easy to relate to and we are always looking to welcome new people to the team who share our vision and values. We pride ourselves on being easy to deal with, agile and accepting of change across a wide range of challenging and rewarding roles. We are a team of ‘can do’ and ‘how can I help’ individuals committed to teamwork, partnership, service excellence and delivery.