Senior Service Delivery Analyst - Aegon AM

Aegon Asset Management•Cedar Rapids, IA

6d•Hybrid

About The Position

Aegon Asset Management (Aegon AM) is a leading global investor with 350 investment professionals managing and advising on assets of US $384 billion for a global client base. The firm is organized around four investment platforms: fixed income, real assets, equities, and multi-asset & solutions. With 1,125 employees across 14 locations in Europe, the Americas, and Asia, Aegon AM shares a common belief in fundamental, research-driven active management, supported by effective risk management and a commitment to responsible investment. As a Senior Service Delivery Analyst, you will be part of a global IT Service Delivery team of five, utilizing an Agile approach. You will serve as a role model for best practices, be self-driven, and lead improvement initiatives. Your responsibilities will include raising standards, adapting to business changes, and streamlining workflows. You will leverage strong ITIL and ITSM knowledge to mature the team's ways of working and implement appropriate best practice adoption levels. The Service Delivery team focuses on maximizing business benefits from supplier relationships, providing structured communication, and managing IT service delivery to agreed levels. You will also play a key role in reviewing technology costs and service consumption to identify savings and efficiency opportunities, and support the management of AI licensing to drive practical AI use within the team for automation and workflow improvement.

Requirements

Solid background and experience in IT service delivery (typically five or more years).
Expertise in ITIL configuration management, ITIL practices, and ITSM tooling.
Proficient in change management methodology (Waterfall and Agile) SAFe, software development lifecycle (SDLC), analysis, and design.
Project management, negotiation and delegation skills.
Strong customer focus.
Excellent oral and written communication skills.
Knowledge and a working practice of: Strong ITIL and ITSM knowledge, applied pragmatically across incident, problem, change, request and configuration management.
Confident stakeholder, supplier and communication skills, with the ability to lead service discussions, challenge constructively and manage expectations.
Strong analytical capability, using service metrics, management information and diagnostics to identify risks, trends, capacity concerns and improvement opportunities.
Experience improving, standardizing and automating processes to enhance service consistency, operational stability and customer outcomes.
Able to balance business-as-usual priorities with Agile/project delivery, escalating risks and issues appropriately.
Good understanding of technology cost control, service consumption, asset lifecycle management, audit, risk and regulatory obligations.

Nice To Haves

Analysis Techniques.
Estimating and Planning.
License and Asset Management.
ITIL 4 or 5 Foundation preferred.
Knowledge of the following applications and business areas: ServiceNow. Compliance. Finance. Workplace

Responsibilities

Lead day-to-day Service Delivery, ensuring stable, continuous IT services aligned to business priorities and agreed service levels.
Own incident, request, change and problem management processes, driving timely resolution, effective escalation, governance and auditability.
Oversee service, asset, software license and infrastructure lifecycle management, including provisioning, optimization, renewals, decommissioning, compliance and cost control.
Monitor service performance and operational metrics, identifying trends, risks, inefficiencies and improvement opportunities to strengthen resilience and service quality.
Maintain accurate documentation, knowledge articles and configuration management records, ensuring the CMDB reflects current services, assets and relationships.
Support audit, regulatory and control activities by ensuring evidence, processes and operational practices meet organizational standards.
Act as a key liaison between business users, IT teams, suppliers and partners, managing communication, expectations and operational delivery performance.
Take on other reasonable duties assigned by your manager, in line with the role.