Newcastle Building Society
IT Service Delivery Analyst
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Job Posting Title
IT Service Delivery Analyst
Salary Band
Grade: MP3
Job Description
About the Role
We are looking for a proactive and relationship-focused IT Service Delivery Analyst to help ensure the effective delivery, performance, and continuous improvement of technology services across the organisation. You will play a key role in monitoring service performance, coordinating service improvement activities, and ensuring clear communication between technology teams, business stakeholders, and external partners.
A significant part of the role will involve building strong relationships with internal departments and client partner teams, developing a clear understanding of how technology services support their operations, and ensuring service expectations are effectively managed. You will support service reviews, analyse performance trends, and help identify opportunities to enhance service quality, responsiveness, and user experience.
Working closely with the Incident & Problem Management Practice Lead to support major incident communications, post-incident reviews, and governance activities that drive service stability and continuous improvement. You will also help coordinate change and release activities, ensuring stakeholders understand upcoming changes and that appropriate communication and business readiness activities are in place.
Through effective reporting, analysis, and stakeholder engagement, you will contribute to operational governance, support informed decision-making, and help ensure that service issues and improvement opportunities are identified, tracked, and delivered. Working alongside Service Improvement and Automation teams, you will play an active part in streamlining processes, enhancing service performance, and promoting best practice IT service management across the organisation.
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About You
You should have a good understanding of IT service management principles and practices, including Incident Management, Change Management, and Problem Management, ideally within an ITIL 4 environment. You are comfortable working with enterprise ITSM platforms such as ServiceNow and understand how service management processes support operational effectiveness and business outcomes.
Being skilled at building positive relationships with a wide range of stakeholders, from technical specialists and operational teams through to business leaders and external partners, your ability to communicate complex or technical information in a clear and engaging way helps ensure stakeholders remain informed, engaged, and confident in the services being delivered.
We are looking for someone analytical by nature and enjoy working with service data, performance metrics, and operational insights to identify trends, uncover risks, and recommend improvements. You thrive in collaborative environments and are able to work effectively across different functions and disciplines. Whether supporting service reviews, coordinating change activity, contributing to major incident management, or assisting with governance reporting, you bring a proactive and solution-focused approach to everything you do.
About Us
The Newcastle Building Society Group comprises Newcastle Building Society, Manchester Building Society, Newcastle Financial Advisers, and Newcastle Strategic Solutions. Our purpose, connecting our communities with a better financial future, inspires and directs our activities.
As an inclusive employer and member-owned mutual, we aim to reflect the diverse communities we serve and encourage applications from candidates of all backgrounds. We believe everyone should feel valued, respected, and celebrated for who they are. We want colleagues to feel this is a place they belong—a place to be you.
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What do you get in return?
As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes:
Financial
- Corporate bonus scheme (on target 10%, up to a maximum 15%)
- Pension scheme (up to 9% employer contribution)
- Annual performance-related pay reviews
- Colleague mortgage scheme
- Electric car salary sacrifice scheme
- Life assurance (4x salary) and income protection
- Access to our financial advisers
- Access to a range of high street and online discounts
Work/Life Balance
- A 35-hour weekly contract—We are happy to talk flexible working and welcome discussions
- 30 days’ annual leave + bank holidays
- The option to buy and sell up to 5 days’ holiday
- Hybrid working (typically 3 days’ home-based)
- Above statutory family leave entitlement—3 months full pay, 3 months half pay, regardless of gender or route to parenthood
Health and Wellbeing
- Private medical insurance
- Access to a health cash plan through a Medicash scheme
- Access to an employee assistance programme
- Free onsite gym at our Cobalt head office and access to discounted gyms
- Two paid volunteering days each year
- Cycle to work scheme
Recognising there’s no one-size-fits-all approach to recruitment, we’re committed to ensuring every candidate has the opportunity to showcase their full potential throughout the recruitment process. We strive to make our processes as accessible as possible; if there are any ways in which we can provide support or make adjustments, we would love to discuss this with you. You can contact your Recruiter for this vacancy at dave.cowell@newcastle.co.uk
Company:
Newcastle Strategic Solutions Limited
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