Service Delivery Analyst — ITIL, ServiceNow & Improvements

Sword Group is seeking a Service Delivery Analyst to ensure services to customers and internal users are delivered effectively, meet agreed SLAs and KPIs, and drive continuous improvement. The role involves managing escalations during the Service Now upgrade and coordinating multiple teams to resolve issues.

Key duties include governance reporting, stakeholder engagement, incident/problem/change support, and proactive service improvement initiatives, leveraging ITIL practices and ServiceNow