IT Service Delivery Analyst

- Drive service improvement activities and processes whilst ensuring efficient logging, progression, and resolution within agreed timeframes - Escalate improvements and risks to internal and external stakeholders as appropriate - Conduct regular improvement analysis and colleague discussions to ensure key services within the business are operating in the correct manner and as efficiently as possible - Monitor, manage, and report on IT service performance, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs) - Work in coordination with the other members of the IT Service Delivery Team to implement improvements which resolve Post Incident Review (PIR) actions - Act as the primary point of contact for certain service-related issues, liaising with internal stakeholders and service providers to ensure effective communication and service delivery - Maintain accurate documentation of IT service processes, procedures, and performance metrics - Generate regular reports for management review - Assist the IT Service Delivery Manager with trend analysis on Service Delivery performance - Continuously develop an understanding of new and existing IT toolsets within the business to support and/or develop as needed - Assist in maintaining, configuring, developing, and improving the Chetwood services under remit (such as Jira workspace, specifically focusing on company-managed projects) - Increase automation within the business using tools such as Jira automation and integrations such as Zapier - Work in coordination with relevant internal teams and vendors to maintain the services & tools under remit (such as the telecommunications system Genesys)