21 день назад
Service Delivery Analyst
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Service Delivery Analyst (ITIL/ServiceNow): Managing and improving customer and internal IT service delivery across SLAs, escalations, incident processes, and supplier commitments with an accent on stakeholder coordination, governance reporting, and service performance. Focus on supporting a ServiceNow upgrade and IT provider transition, identifying recurring issues, and driving root-cause analysis and continuous improvement.
Location: Hybrid in Glasgow, Edinburgh, Aberdeen, or Inverness, Scotland, United Kingdom
Company
Provides business technology solutions and specialist services across the energy, public, and finance sectors.
What you will do
- Monitor and report on SLAs, KPIs, and overall service performance.
- Manage customer and stakeholder relationships and coordinate teams resolving service issues and escalations.
- Lead or support service review meetings and produce governance reports and performance dashboards.
- Identify trends, recurring issues, and opportunities for continuous service improvement.
- Support incident, problem, and change management processes.
- Work with suppliers and operational teams to meet service delivery commitments.
Requirements
- Experience with ITIL service management.
- Experience with ServiceNow.
- Strong communication and stakeholder management skills.
- Analytical, reporting, root-cause analysis, and problem-solving skills.
- Customer service and relationship management experience.
Culture & Benefits
- Personalised career development plans and learning opportunities.
- Flexible working arrangements supporting work-life balance.
- Generous annual leave and enhanced family-friendly benefits.
- Pension, private health, wellbeing, insurance, discounted cash plan, and employee assistance schemes.
- Inclusive and equal-opportunity workplace.
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