Sword Group
Service Delivery Analyst
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Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving transformational 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.
About The Role
Working as a Service Delivery Analyst, you will support a key client within the energy sector, helping to ensure the effective delivery, performance, and continuous improvement of business-critical IT services.
You will play an important role in supporting day-to-day service delivery activities, working across business and IT functions to monitor service performance, manage incidents and escalations, and maintain strong relationships with internal stakeholders and third-party suppliers.
This role combines service delivery, performance management, and continuous improvement — supporting service reviews and reporting, major incident management, service continuity, and the transition of new or changed services into live operation.
As The Service Delivery Analyst, You Will
- Support IT service delivery management and ongoing service improvement activities
- Monitor service performance and produce service reports to support effective decision-making
- Support the management of major incidents, escalations, and service issues through to resolution
- Coordinate with internal teams and suppliers to help maintain effective service delivery
- Support supplier governance and service review activities
- Build and maintain effective relationships with stakeholders across business and IT functions
- Support service continuity, compliance, and risk management activities
- Support the transition of new or changed services into live operation
- Identify opportunities to improve service performance, processes, and ways of working
- Contribute to the delivery of service improvement initiatives
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Requirements
- Experience in a Service Delivery Management or Service Support role
- Experience supporting business-critical IT services within a medium to large organisation
- ITIL Foundation certification (v3 or v4)
- Strong analytical skills and experience in service performance monitoring and reporting
- Experience managing incidents, escalations, and service issues
- Strong communication and stakeholder management skills
- Ability to work effectively across business teams, IT functions, and third-party suppliers
Desirable
- Experience with ServiceNow or equivalent ITSM tools
- Experience working within Agile environments
- Experience working within regulated industries
Benefits
At Sword, our core values and culture are based on caring about our people, investing in training and career development, and building inclusive teams where we are all encouraged to contribute to achieve success. We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life. In addition to a Competitive Salary, here's what you can expect as part of our benefits package:
- Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.
- Flexible working: Flexible work arrangements to support your work-life balance. We can't promise to always be able to meet every request, however, are keen to discuss your individual preferences to make it work where we can.
- A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more....
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At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. If you don't tick all the boxes but feel you have some of the relevant skills and experience we're looking for, please do consider applying and highlight your transferable skills and experience. We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex, or sexual orientation. Your perspective and potential are important to us.
If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.
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