Hybrid IT Service Delivery Analyst - Drive Improvements

Chetwood Bank; Wrexham; Hybrid; GBP 35,000 - GBP 50,000; Full time

Job summary

A financial institution in Wrexham is seeking an IT Service Delivery Analyst to enhance service delivery and maintain IT services. You will drive service improvement activities, monitor performance against SLAs, and document processes. The ideal candidate has strong Jira administration skills, service delivery experience, and excellent communication skills. This role offers a competitive salary and hybrid working options.

Benefits

Competitive salary

25 days holiday PLUS your BIRTHDAY off

Pension contribution with Royal London

Life Assurance

Private medical, dental and optical health insurance with Axa

Hybrid working – Wrexham

Free breakfast available

Responsibilities

• Drive service improvement activities and processes within agreed timeframes.
• Escalate improvements and risks to stakeholders as appropriate.
• Conduct regular improvement analysis to ensure key services operate efficiently.
• Monitor and report on IT service performance against SLAs and KPIs.
• Coordinate with IT Service Delivery Team to implement improvements.
• Act as primary contact for service-related issues.
• Maintain accurate documentation of IT service processes.
• Assist IT Service Delivery Manager with trend analysis on performance.
• Develop understanding of new IT toolsets within the business.
• Assist in maintaining and improving Chetwood services under remit.
• Increase automation using tools like Jira and Zapier.
• Coordinate with internal teams and vendors to maintain services.

Skills

Atlassian Jira Administration experience

Previous experience in Service Delivery, or Sys Admin

Excellent communication skills

Excellent service and process improvement identification skills

Understanding of Microsoft 365

Understanding of Genesys telecommunications software

Strong IT service desk experience

Asset Management (e.g., Jira Assets)

Understanding of good email security practices (e.g., phishing awareness)

Good overall security practices

ITIL certification or demonstrable experience working in an ITIL aligned environment

Experience with one or more Service Management tools (e.g., Jira or Service Now)

Ability to understand technical disciplines

Incident and problem management experience

Strong troubleshooting and fault-finding skills

Strong cloud collaboration skills and experience

Understanding of IT Security and compliance

Ability to plan and prioritise workload

Some knowledge of change management

Some knowledge of problem management

Some knowledge of risk management

Job description

A financial institution in Wrexham is seeking an IT Service Delivery Analyst to enhance service delivery and maintain IT services. You will drive service improvement activities, monitor performance against SLAs, and document processes. The ideal candidate has strong Jira administration skills, service delivery experience, and excellent communication skills. This role offers a competitive salary and hybrid working options.