• 29/06/26
• Yorkshire, Leeds
• £300 - 330 per day
• Contract
• Cloud Infrastructure, SRE & DevOps
• Full time

Service Delivery Analyst

Location: Leeds (2 days per month onsite)

Rate: £330 per day (Inside IR35)

Clearance: BPSS required to start

Role Summary

We're looking for an experienced Service Delivery Analyst to join a large-scale technology programme supporting the delivery and continual improvement of critical IT services.

Working closely with technical teams, suppliers and key stakeholders, you'll be responsible for ensuring incidents, service requests and operational activities are managed effectively while supporting service performance, governance and Agile delivery practices.

This is an excellent opportunity for someone with a strong IT Service Management background who enjoys working across service operations, reporting, stakeholder engagement and continual service improvement.

Key Responsibilities

• Manage incidents, service requests and problem records through to successful resolution
• Coordinate activities across technical teams, third-party suppliers and business stakeholders
• Monitor and report on service performance, KPIs and SLAs
• Support Major Incident Management activities during business hours
• Participate in Agile ceremonies including stand-ups, retrospectives and backlog refinement
• Maintain service documentation, operational procedures and knowledge articles
• Support service governance and continual service improvement initiatives
• Administer and maintain Service Management processes and tooling
• Ensure effective communication and escalation throughout the service lifecycle

Required Skills & Experience

• Experience working within an IT Service Management environment
• Strong understanding of Incident, Request and Problem Management processes
• Experience producing and analysing service performance reports, KPIs and SLAs
• Excellent organisational skills with the ability to manage multiple priorities
• Strong communication and stakeholder management skills
• Experience working within Agile delivery environments
• Experience using ServiceNow, Jira and Confluence
• Good understanding of ITIL principles and service management best practices

Nice to Have

• ITIL Foundation certification
• Experience supporting enterprise-scale or public sector technology environments
• Experience contributing to continual service improvement initiatives
• Familiarity with supplier management and operational governance
• Collaborative Agile environment with a strong focus on service excellence

If you're an experienced Service Delivery Analyst with a strong IT Service Management background and enjoy driving operational excellence, please get in touch