Service Delivery Analyst

Kingfisher•Lower Southampton Township, PA

4d•Hybrid

About The Position

We have an exciting new opportunity for a Service Delivery Analyst to join us, to help ensure our IT services perform at their best by turning data into meaningful insights, supporting service excellence and driving continuous improvement that enhances the experience of our colleagues and customers. This is an opportunity to make a visible impact by helping services perform more effective and supporting the delivery of great outcomes across the business. This role will be based out of our B&Q Head Office just outside Southampton, with an expectation of 12 days a month in the office.

Requirements

Experience working within IT Service Management environments.
Experience operating in a multi-vendor IT sourcing environment.
Broad understanding of IT technology and service delivery principles.
Experience building effective relationships and communicating with internal business stakeholders.
Strong analytical skills with the ability to interpret performance data, identify trends and support continuous improvement.

Responsibilities

Monitor, analyse and report on service performance to ensure agreed service targets are achieved and opportunities for improvement are identified.
Maintain the Service Portfolio and support the ongoing development of the Common Service Data Model (CSDM) framework.
Ensure new and existing services are accurately documented and maintained within the Service Catalogue.
Produce and interpret service performance reports, metrics and trend analysis, providing clear recommendations to stakeholders across the IT community.
Investigate service level breaches, identify root causes and support actions that improve service performance and prevent recurrence.
Support service review meetings by documenting outcomes, tracking actions and contributing to Service Improvement Plans.
Lead and support continuous service improvement initiatives, using customer satisfaction data and collaboration with cross-functional teams to enhance service quality and user experience.