Service Delivery Analyst / Asset Manager - 1975

Name: PXL Collective
Price range: $

Reference:: 1975

Posted on: 13 December 2022

An excellent opportunity has arisen for a Service Delivery Analyst / Asset Manager to join our team in Aberdeen on a temporary basis (minimum 6 months). As Service Delivery Analyst / Asset Manager you will ensure that the Incident, Problem and Change processes and procedures are in place and fit for purpose. In addition, you will establish the monitoring and reporting of how effective these processes are, using standard toolsets such as ServiceNow. This role will ensure that the governance is undertaken and will facilitate the Change Approval, Problem and Post Incident Review meetings. You will be ITIL certified and have previous service management, service request, incident, problem, change, and service continuity experience. Ideally we are looking for Aberdeen based candidates, however, we will also consider London based candidates, working a hybrid model in a Central London office.

What you’ll do

Acts as process manager for service level management process (Change, Incident & Problem) assigned to role, and is responsible for establishing operational requirements, deploying a process consistent with overall IS practices, and measuring and managing its on-going efficiency and effectiveness. The role will manage and conduct regular reviews of existing processes and tools to identify and implement identified improvements
Ensures the resolution of problems and queries relating to the operational services within their discipline are dealt with efficiently and effectively to the customers' satisfaction
For relevant discipline, ensures the development of operational policies and procedures to reflect industry best practice and that these are adopted and deployed across the department and wider business where appropriate
Supports Senior Manager – Service Operations and Service Delivery Lead with development of the annual IS operations budget
Adheres to enterprise technology standards, governance processes and performance metrics
Ensures the adoption of (and commitment towards) service improvements
Builds 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
Follows the formal governance mechanism to establish and monitor effective controls for the processes and functions performed by IS operations teams
Responsible for ensuring IS operational capabilities achieve regulatory or statutory compliance requirements
Works with minimal supervision, using clearly defined processes and procedures
Facilitates the use of the performance metrics to improve output
May be required to provide out of hours support via an on-call rota

What to bring

Excellent analytical, collaborative (team working) with planning and execution skills
Strong negotiating and influencing skills. Must be able to influence all levels to ensure service issues and improvement activities are receiving the necessary support and are resourced sufficiently to implement solutions
Practical experience of process management
Lateral mind-set and approach to problem solving
Good technical awareness and an ability to translate 'technical to business'
Experience of developing and implementing process improvements
Self-motivated with a willingness to go the extra mile to achieve important goals
Experience of delivering governance practices to track and measure the quality of services, and maintain service improvement plans
Good third-party management skills
Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to the IS workforce
Experience of service management in the oil and gas sector or equivalent, with experience of service request and incident, problem, change, service continuity, risk management, capacity, and performance and CSLAM
ITIL qualification (Foundation at a minimum or similar demonstrated experience) with strong IT operations acumen, including cross-domain knowledge and preferably earlier career experience in an individual contributor role in IT support and operations
Effective influencing and negotiation skills in an environment where resources may not be in direct control of this role

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.

The salary banding for this role is £40,000 - £60,000 depending on skills and experience

We can only consider candidates who are legally entitled to work in the UK at the time of application.