Service Delivery Analyst

In this role, you will oversee IT and OT service delivery within Transmission Digital, ensuring reliable services through governance, reporting and escalation management. You will analyse services to identify risks and improvements, and drive continuous service improvements with internal teams and third parties. You work closely with stakeholders to produce tailored reports and ensure effective incident and request handling. The role sits at the intersection of IT and OT in a fast-paced energy infrastructure environment, offering you a meaningful impact on service reliability and transformation.

• Private healthcare discounts
• Gym memberships discounts
• Online GP
• 24/7 counselling
• Cycle to Work scheme
• Maternity and adoption pay, and paternity leave

• Manage incidents and service requests through resolution, with trend and root-cause analysis to prevent recurrence
• Analyse IT/OT services for the Service Delivery function and produce tailored reports for customer review meetings
• Identify key issues and operational risks from service data and communicate improvements
• Support continuous service improvements across internal, group and third-party IT providers
• Engage with stakeholders to coordinate governance, reporting and escalation management

• Experience in Service Delivery, Service Management or IT support for business-critical systems in medium to large organisations
• Broad IT service experience and understanding of ITSM principles, frameworks and best practices
• Strong organisational, communication and time management skills with ability to prioritise in a fast-paced environment
• Customer-focused, proactive approach to managing escalations, incidents, problems and service requests under pressure
• OT support experience is desirable
• Proficiency in Microsoft 365 and data reporting tools; ServiceNow knowledge is desirable

• Customer-focused
• Proactive problem-solving
• Strong communication
• Microsoft 365
• Data reporting tools
• ServiceNow (desirable)