Service Desk Analyst

Service Delivery Analyst

Location: London, EC3V
Working Pattern: Hybrid
Contract: 12m FTC
Salary: £45,000 - £50,000
Hours: Monday to Friday, 9:00am – 5:00pm

Service Delivery Analyst – London

We are currently recruiting for an experienced Service Delivery Analyst to join an established Technology team within a leading financial services organisation.

This is an excellent opportunity for an IT professional with a strong understanding of IT Service Management and ITIL processes to play a key role in improving service quality, operational efficiency and the overall user experience.

Working closely with the Technology department, business stakeholders, service partners and the Service Delivery & Support Manager, you will help ensure IT services are consistently delivered to a high standard across office-based and home-working environments.

The role is ideally suited to someone who is technically minded but service-focused, with strong organisational, communication and stakeholder management skills.

The Role

As a Service Delivery Analyst, you will support the effective delivery and governance of IT services while identifying opportunities for continuous improvement.

You will take an active role in Change Management, Major Incident Management, ITIL processes, service reviews and continual service improvement, while also supporting projects and wider service delivery initiatives.

You will work closely with business stakeholders to understand service requirements, monitor performance and identify improvements that enhance efficiency and user satisfaction.

Key Responsibilities

• Lead and coordinate Change Advisory Board (CAB) meetings.
• Act as Major Incident Manager when required, ensuring incidents are effectively managed through to resolution.
• Support and apply Incident, Service Request, Major Incident, Problem and Identity & Access Management processes.
• Work with wider Group Technology teams to maintain and improve ITIL processes.
• Support internal and external audit activities.
• Drive Continual Service Improvement (CSI) initiatives across IT services.
• Identify and deliver opportunities to improve service quality, efficiency and user experience.
• Work with stakeholders and service partners to streamline processes and improve collaboration.
• Conduct regular service reviews with business stakeholders.
• Report on service performance, issues, risks, actions and improvement initiatives.
• Ensure Joiner, Leaver and Transfer processes are completed accurately and efficiently.
• Support IT projects, change initiatives and service transition activities.
• Provide support and cover for the Service Delivery & Support Manager when required.
• Contribute to the ongoing development of service management processes, governance and documentation.

About You

We are looking for an experienced Service Delivery Analyst, IT Service Management Analyst, IT Service Delivery Analyst or similar professional with a strong understanding of ITIL and service management principles.

You should have:

• Demonstrable experience working within an ITIL-aligned organisation.
• Strong understanding of the IT service management lifecycle.
• Experience working with Incident, Problem, Change, Request and Service Management processes.
• Experience supporting or coordinating Change Advisory Boards (CAB).
• Experience with Major Incident Management would be advantageous.
• Experience driving or contributing to Continual Service Improvement.
• Strong stakeholder and relationship management skills.
• Excellent written and verbal communication skills.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Strong customer-service and service-delivery focus.
• Excellent organisation and time-management skills.
• Strong attention to detail and ability to manage competing priorities.
• A proactive approach to identifying and implementing process improvements.
• Experience working with internal teams, business stakeholders and external service partners.

What's on Offer?

This is a fantastic opportunity to join an established Technology function and make a genuine impact on IT service quality, operational efficiency and user experience.

The role offers exposure to key areas of IT Service Management, including ITIL, Change Management, Major Incident Management, Service Reviews and Continual Service Improvement, while providing the opportunity to work closely with senior stakeholders and wider Technology teams.

If you're an experienced Service Delivery Analyst or IT Service Management professional looking for a role where you can influence service quality, drive continuous improvement and work closely with business stakeholders, apply today to find out more.