Senior Service Delivery Analyst - Aegon AM

Aegon Asset Management•Cedar Rapids, IA

4d•Hybrid

About The Position

Aegon Asset Management (Aegon AM) is a leading global investor. Our 350 investment professionals manage and advise on assets of US $384 billion for a global client base of pension plans, public funds, insurance companies, banks, wealth managers, family offices and foundations. We organize our firm around four investment platforms: fixed income, real assets, equities and multi-asset & solutions, which includes a fiduciary and multi-manager business. Each investment platform has dedicated teams with deep asset-class expertise, organized globally and committed to maximizing client benefit from their specialist areas. We are an international business: Our 1,125 employees work from 14 locations across Europe, the Americas and Asia. We share a common belief in fundamental, research-driven active management, underpinned by effective risk management and a commitment to responsible investment. As a Senior Service Delivery Analyst, you will join a team of five in our global IT Service Delivery team where we leverage an Agile approach to get things done. You are a role model when it comes to adopting and adapting best practice for our team, self-driven, and able to bring others along with you on improvement initiatives. When implementing or reviewing processes and systems, you make a tangible difference by raising standards, adapting to changes in the way we do business, and streamlining our ways of working. You bring strong ITIL and ITSM knowledge and will have a leading role in further maturing our ways of working and identifying and implementing the right best practice adoption levels for our organization. The Service Delivery team ensures that the business derives maximum benefit from supplier relationships, both internal and externally. We provide structured communication to customers and suppliers, including the planning, scheduling, measurement, and control of IT service delivery, to agreed levels of service. We assist in the management and oversight of IT supplier relationships and contribute to or lead IT initiatives, in line with agreed strategies, policies and best practices. You will improve our processes in line with the IT Strategy. The role requires a combination of technical, analysis, design, project management and leadership skills as well as strong achievement orientation and communication skills. A customer focus is essential. You will also play an important role in reviewing technology costs and service consumption to identify opportunities for savings and greater efficiency. In addition, you will support the management of AI licensing and help drive the practical use of AI within the team, identifying opportunities to automate routine activities, improve workflows, and increase the value delivered through our IT services.

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.
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.

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.