Service Delivery Analyst (contract)
Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.
We are looking for a Service Delivery Analyst this role is responsible for ensuring that services provided to customers or internal users are delivered effectively, meet agreed service levels, and continuously improve.
The team are currently going through a Service Now upgrade and a change of IT provider, therefore effectively managing escalations will be key within this role.
What this role looks like :
- Monitoring and reporting on SLAs, KPIs and service performance
- Managing customer and stakeholder relationships
- Coordinating teams to resolve service issues and escalations
- Leading or supporting service review meetings
- Identifying trends, recurring issues and improvement opportunities
- Driving continuous service improvement initiatives
- Supporting incident, problem and change management processes
- Producing governance reports and performance dashboards
- Working with suppliers and operational teams to ensure service deli
