Service Delivery Operative

Role Title: Service Delivery Analyst

Location: Hybrid, Soho

Purpose of the Role

The Service Delivery Analyst plays a key role in supporting the day-to-day performance of IT services across the organisation. They are responsible for monitoring ticket queues, tracking service metrics, producing reports, and working closely with both technical teams and business users to ensure efficient service delivery and a consistent user experience.

This role supports both standard IT systems and bespoke in-house platforms , helping to ensure custom applications (such as internal membership systems and mobile apps) are effectively supported and integrated into the wider service delivery model.

The role is ideal for someone highly organised, analytical, and user-focused, with a passion for improving processes, identifying trends, and helping the organisation deliver reliable and user-friendly services.

Key Responsibilities

1. Operational Support & Coordination

• Monitor and triage service desk tickets, ensuring requests and incidents are logged, categorised, and assigned correctly.
• Track resolution times and follow up on overdue or high-priority tickets.
• Act as a liaison between users and technical teams, ensuring updates and expectations are clearly communicated.
• Support coordination of responses to issues affecting bespoke systems , escalating when needed.

2. Service Reporting & Data Analysis

• Maintain regular dashboards and reporting packs showing SLA performance, incident trends, and service volumes.
• Analyse support data to identify recurring issues or areas for service improvement.
• Highlight performance risks and provide insights to help the Service Delivery Manager prioritise actions.
• Contribute to governance reporting for IT and Digital Steering forums.

3. Documentation & Process Support

• Maintain service documentation, including support workflows, escalation paths, and knowledge base articles.
• Document known issues, workarounds, and solutions—especially for in-house systems.
• Support onboarding of new services into the service delivery model by assisting with support documentation and transition planning.

4. Continuous Improvement

• Identify opportunities to improve first-time fix rates and reduce avoidable escalations.
• Work with support and technical teams to streamline workflows or automate routine tasks.
• Contribute ideas and feedback to help evolve service desk tooling and reporting capabilities.

5. Stakeholder Engagement

• Respond to queries from end users with professionalism and clarity.
• Gather feedback on user experience and pain points to inform service improvement planning.
• Support internal communications around service changes, known issues, or planned maintenance.

Scope of Responsibility

• Day-to-day monitoring and coordination of service desk operations.
• Reporting and analysis of service performance and support trends.
• Documentation and knowledge management for support procedures.
• Support for custom application service management and escalation.
• Continuous service improvement contributions.

Skills and Experience

Essential:

• Experience working in an IT service desk or service delivery environment.
• Familiarity with ITIL principles (e.g. incident, request, and change management).
• Strong attention to detail and ability to follow processes consistently.
• Excellent communication and coordination skills.
• Competence in using service management tools (e.g. Freshservice, ServiceNow, Jira).
• Proficiency in Excel or equivalent tools for reporting and analysis.

Desirable:

• Experience supporting or working alongside bespoke or custom-built applications .
• Familiarity with customer-facing applications such as membership platforms or mobile apps.
• Knowledge of SLA monitoring, service desk KPIs, or Power BI dashboards.
• ITIL Foundation certification or equivalent experience.
• Experience working with cross-functional teams or third-party vendors.

Key Success Measures

• High ticket-handling accuracy and SLA compliance across service categories.
• Clear and timely reporting on service performance and issue trends.
• Well-maintained support documentation and knowledge base content.
• Positive feedback from users and internal IT stakeholders.
• Demonstrated contributions to service improvement or operational efficiency.