Senior Service Delivery Analyst

Base Location: You'll be expected to spend 50% of your working week in one of the following locations : Reading or Havant

Salary: £61,620 - £72,592 and a range of benefits to support your finances, wellbeing and family.

Working Pattern: Permanent | Full Time | Flexible First options available

The role

The Senior Service Delivery Analyst supports the governance, assurance and continual improvement of Service Operations and Management across the ecosystem. Working within the Service Operations and Delivery team, the role supports the integration and collaboration of Service Providers, Service Integrator and Operational teams, providing retained operational insight, reporting and service assurance. The role monitors service health and performance, identifies trends, risks and control gaps, and supports the implementation and tracking of corrective actions to improve service quality and resilience. The role also contributes to ITSM process assurance and operational governance forums, and provides key support to major incident management and retained operational escalation.

You will

• Support the security, resilience and integrity of IT services by supporting operational governance, compliance and assurance activities, ensuring information is accurate and available to meet internal and external audit and regulatory requirements
• Assist with Configuration Management activities and work in partnership with the ITSM platform team and Service Integrator to assure CMDB and service data quality (e.g.service/CI relationships, ownership, dependencies and criticality), coordinating updates and remediation as necessary.
• Support ongoing CSDM implementation and maturity by Identifying and documenting end-to-end IT services using standard methods and tooling, supporting accurate service ownership, operational support models, and clarity of responsibilities across service providers
• Ensure retained operational service reports, dashboards and communications are accurate, timely and tailored to different operational situations and audiences (including senior stakeholders, service teams and suppliers).
• As part of the duty service operations manager roster, provide out-of-hours governance and oversight for incidents or escalations, ensuring timely communications, engagement and appropriate escalation through to resolution.

You have

• Experience in a Service Operations / Service Delivery environment supporting business-critical services within a medium to large organisation, including working with outsourced and multi-supplier teams
• Working knowledge of ITIL practices and how they are applied in a SIAM model. Including retained governance, service reviews, risk/issue escalation and action tracking.  ITIL V4/5 foundation desirable
• Able to identify recurring operational issues and articulate practical improvement options, supporting problem management and continual service improvement through evidence-based recommendations
• Experience supporting Configuration Management (CMDB) and an understanding of CSDM, including service mapping and data quality governance (e.g., CI relationships, ownership, criticality and dependencies), ideally using ServiceNow
• A proactive approach with the ability to multi-task and prioritise own workload within demanding schedules

About SSE

SSE’s purpose is to provide energy needed today while building a better world of energy for tomorrow. We do this by developing, building, operating and investing in electricity infrastructure and businesses needed in the energy transition. Our Transforming for Growth investment plan sees us investing £33bn in critical electricity infrastructure across the five years to 2030.

Our IT division powers growth across all SSE business areas by making sure we have the systems, software and security needed to take the lead in a low carbon world. They provide expertise, advice and day-to-day support in emerging technologies, data and analytics, cyber security and more.

Flexible benefits to fit your life

Enjoy discounts on private healthcare and gym memberships. Wellbeing benefits like a free online GP and 24/7 counselling service. Interest-free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. As well as generous family entitlements such as maternity and adoption pay, and paternity leave.

Work with an equal opportunity employer

SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. Please contact David.Brickell@sse.com / 01738 275 846 to discuss how we can support you.

We're dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry.

Ready to apply?

Start your online application using the Apply Now box on this page. We only accept applications made online. We'll be in touch after the closing date to let you know if we'll be taking your application further. If you're offered a role with SSE, you'll need to complete a criminality check and a credit check before you start work.

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