Service Delivery Analyst

Service Delivery & Governance

• Support the Service Delivery Manager in the production maintenance and distribution of service performance reporting (SLAs KPIs OLAs) across internal teams and third-party suppliers.
• Assist in monitoring incident problem and change activity to identify trends risks and opportunities for service improvement.
• Support Major Incident processes including stakeholder and business communications post-incident reporting and Root Cause Analysis.
• Maintain service delivery artefacts dashboards and audit-ready documentation to support internal governance regulatory and assurance requirements.
• Independently undertake defined service delivery activities as delegated by the Service Delivery Manager.

Third-Party Governance & Supplier Management

• Support third-party governance activities providing operational oversight of supplier performance against contractual obligations and service levels.
• Prepare performance data analysis and evidence to support supplier service reviews and CSIP meetings.
• Track supplier actions risks and improvement plans escalating issues where service or governance concerns are identified.
• Act as a point of coordination between Technology Procurement Finance and suppliers for day-to-day operational governance matters.
• Independently manage agreed elements of supplier governance activity as delegated.

Change Management Quality Assurance

• Perform independent QA checks on Normal Standard and Major Changes to ensure adherence to ITIL-aligned change governance and internal controls.
• Validate risk assessments testing evidence implementation plans and back-out plans prior to CAB approval.
• Support CAB preparation through quality assurance reporting and governance assurance activities.
• Escalate non-compliance risk or control gaps to the Service Delivery Manager.
• Independently carry out change QA activities within agreed authority.

Invoicing & Commercial Assurance

• Support the validation tracking and processing of supplier invoices across Corporate Technology.
• Reconcile invoices against contracts purchase orders and service usage data.
• Identify discrepancies and support resolution with Procurement Finance and suppliers.
• Independently manage invoice validation and assurance activities for assigned suppliers or services.

Process Improvement & Automation 

With the use of AI Assist the Service Delivery Manager in identifying opportunities to improve service delivery efficiency through process optimisation and automation. This will help

• Design develop and maintain automated reporting dashboards and governance controls to reduce manual effort and operational risk.
• Streamline repeatable service management and third-party governance activities across incident change invoicing and performance reporting.
• Track and evidence efficiency gains control improvements and service outcomes delivered through automation initiatives.

Qualifications :

• Office Suite
• ChatGPT is a benefit
• regulated environment

Additional Information :

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity Adoption and Paternity policies from Day 1 of your employment
• Free access to Headspace a mindfulness & meditation digital health app
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns mental wellbeing and more general queries around family work housing and health
• Cycle to work scheme
• Discounts on gym membership
• Contributory pension scheme & death in service

Your Lifestyle - Its important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when youre enjoying your leisure time.

• Minimum of 25 days holiday per year
• Option to buy or sell holiday days through our flexi-holiday scheme
• Discounts on gym membership nationwide
• Access to discounts on a range of high street and online brands
• Community support and charitable giving

Your Contribution - Were focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done

Remote Work :

No

Employment Type :

Full-time