Remote Service Delivery Analyst — Elevate Digital Services

About The Role

Job Title: Service Delivery Analyst

Location: Remote

Reports to: Service Delivery Manager

Department: Digital Services

Role Purpose

The Digital Service Delivery Analyst plays a key role in ensuring the successful delivery, optimisation, and support of digital services across the organisation. This position focuses on monitoring the service management portal, managing incidents and requests, and driving continuous improvement to enhance user experience and operational efficiency.

*Driving licence desirable as there may be infrequent requirement to travel

Key Responsibilities

Service Monitoring & Performance

• Track and analyse digital service ticket performance against agreed SLAs and KPIs.
• Identify trends, issues, and opportunities for improvement.

Incident & Problem Management

• Act as a point of contact for digital service issues, ensuring timely resolution.
• Collaborate with technical teams to diagnose root causes and implement fixes.

Change & Release Support

• Assist in planning and coordinating digital service changes and releases.
• Ensure changes are documented and communicated effectively.

User Support & Engagement

• Provide guidance and support to end-users on digital tools and platforms.
• Gather feedback to inform service enhancements.

Continuous Improvement

• Contribute to service improvement plans and digital transformation initiatives.
• Maintain documentation, knowledge bases, and process workflows.

Skills & Experience

• Understanding of ITIL principles and service management frameworks.
• Experience with digital platforms, cloud services, and enterprise applications.
• Excellent analytical and problem-solving skills.
• Strong communication and stakeholder management abilities.
• Familiarity with service monitoring tools and reporting dashboards.

Qualifications

• Degree in IT, Computer Science, or related field (or equivalent experience).
• ITIL Foundation certification (preferred).
• Experience in a service delivery or support role within a digital/IT environment.

Key Attributes

• Customer‑focused mindset with a passion for improving digital experiences.
• Ability to work collaboratively across teams and adapt to changing priorities.
• Proactive approach to identifying and resolving issues.
• Task‑driven, with the ability to prioritise effectively and manage multiple service requests in a fast‑paced environment.

Working Hours

Full‑time, 40 hours a week

The job is based from home, however there may be the infrequent requirement to travel.

Salary

Annual Salary, £30,000 to £35,000 based on experience.

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