Service Delivery Analyst
UK | Hybrid / Remote
The Opportunity
We’re looking for a detail-oriented and organised Service Delivery Analyst to support the successful delivery and continual improvement of Managed Services operations.
Working closely with senior service leadership, you’ll play a key role in maintaining service lifecycle data, producing client performance reporting, supporting service reviews, and ensuring operational processes and documentation remain accurate and up to date.
This is an excellent opportunity for someone with experience in IT service support or service management who enjoys working with data, reporting, and process improvement, while developing their career within Service Delivery.
Key Responsibilities
Service Reporting & Performance Analysis
- Produce regular service performance reports, including SLA and KPI reporting
- Maintain service dashboards and trackers with accurate, current data
- Analyse trends, recurring issues, and service performance metrics
- Support preparation for client service review meetings and governance reporting
Lifecycle & Asset Tracking
- Maintain lifecycle registers covering hardware, software, warranties, and renewals
- Track end-of-life and end-of-support milestones
- Proactively flag upcoming lifecycle events and renewal risks
- Ensure lifecycle data remains accurate following deployments or contract changes
Service Improvement Support
- Track Service Improvement Plan (SIP) actions and progress updates
- Support customer satisfaction survey administration and reporting
- Compile data and evidence for service improvement reviews
Client & Stakeholder Coordination
- Support scheduling and administration of client review meetings
- Prepare agendas, track actions, and maintain meeting documentation
- Assist with client communications and service-related administration
- Maintain accurate client records and escalation histories
Process & Documentation
- Maintain internal service delivery documentation and process records
- Support process review activities and documentation updates
- Assist with onboarding administration for new Managed Services clients
What We’re Looking For
Essential Experience
- Experience within an IT service management, service desk, or service support environment
- Experience producing reports and maintaining data registers with high accuracy
- Exposure to managed services or client-facing IT support environments
Essential Skills
- Strong organisational and prioritisation skills
- Excellent attention to detail
- Strong written and verbal communication skills
- Good working knowledge of Microsoft 365, particularly Excel
- Ability to manage multiple tasks and meet deadlines effectively
- ITIL Foundation certified or willing to work towards certification
Desirable
- Experience with ITSM platforms such as ServiceNow, Autotask, or similar
- Exposure to asset management or technology lifecycle processes
- Experience supporting service review meetings or governance activities
- Interest in progressing into a Service Delivery Manager career path
What Success Looks Like
- Accurate and timely service reporting delivery
- Lifecycle and renewal tracking maintained with no missed milestones
- Service improvement actions tracked and updated consistently
- High-quality administrative and reporting support provided to stakeholders
- Process documentation maintained and regularly updated
Benefits
- Hybrid or remote working options
- Flexible working arrangements
- Birthday leave
- Enhanced maternity and paternity leave
- Cycle to Work scheme
- Electric vehicle scheme
- Learning and development opportunities
- Management development workshops
- Health and wellbeing initiatives
- Employee referral programme
- Extended sabbatical opportunities
- Regular team and networking events