Summary: The role of Service Delivery Analyst is a hybrid position based in Jarrow, requiring 2-3 days a week in the office. The analyst will serve as a crucial link between the Global Service Desk and the IT Service Management team, focusing on process documentation, operational efficiency, and data analysis. Candidates should have a background in business analysis and IT service management, with a strong emphasis on analytical skills and collaboration within a global team.

Key Responsibilities:

• Acting as the bridge between the Global Service Desk and the IT Service Management team.
• Leading the documentation of processes for IT functions locally and internationally.
• Supporting IT workflows and documentation to improve operational efficiency.
• Collaborating with senior IT leadership to prepare business reporting packs.
• Analysing key performance trends and making data-driven recommendations.
• Using Power BI, Excel, and Visio to create dashboards, process maps, and reports.

Key Skills:

• Experience in reporting and analysis, ideally with some business analysis background.
• A strong understanding of IT service management (ITIL Foundation certification preferred).
• Advanced skills in Excel, Power BI (basic level), and PowerPoint for data visualization and reporting.
• Ability to work collaboratively with global IT teams and senior stakeholders.
• A methodical, problem-solving mindset with a passion for process improvement.

Salary (Rate): £42,000

City: Jarrow

Country: UK

Working Arrangements: hybrid

IR35 Status: fixed-term

Seniority Level: Mid-Level

Industry: IT