IT Service Delivery Analyst

Job DescriptionThe Role We are looking for an IT Service Delivery Analyst (ITSDA) to join our IT team on a 12 month fixed-term basis. Reporting directly to the IT Service Delivery Manager, you will be responsible for ensuring IT Service Management policies and processes offered to Ofwat operations are consistent in approach, aligned to industry best practice standards and support Ofwat's operational strategic goals.You will have significant experience in being able to review existing processes and will be able to identify areas for improvement within them. Equally, where processes are not yet implemented, you should have the drive and vision to introduce them, engaging all relevant stakeholders as part of the process and as a wider commitment to our continual service improvement (CSI) approach. You will need to be confident producing reports and working with data, as regular reporting will be key to identifying trends and areas of focus. The data will also be used to drive conversations with suppliers highlighting where contractual obligations are being met and where they need improvement. This role is heavily reliant on engagement and support from other areas internal and external to Ofwat, both technical and non-technical, so strong communication skills are also required.Person Specification To be successful in this role you will need the below essential experience, skills and knowledge:️ITIL qualified (V3 minimum) with a thorough understanding and working knowledge of the ITIL Framework. [Lead Criterion]️Demonstrable service management experience within a fast paced, complex and evolving environment.️A track record of working with industry standard service management tools, including ServiceNow.️Proven experience engaging with both internal and external stakeholders, managing expectations effectively.️Experience in problem and change management with the ability to identify underlying issues and coordinate effective resolutions.️Strong analytical and reporting skills, including the ability to use data to inform decisions and make recommendations.️Strong communication skills, both oral and written.️A knowledge and appreciation of Agile ways of working.About Us Ofwat (the Water Services Regulation Authority) is a non-ministerial government department responsible for regulating the water sector in England and Wales. Our role is to enable, incentivise and hold companies to account for providing the very best for customers, communities and the environment now and in the future. We also oversee the markets in the water sector to ensure they’re working for customers.We are at the source of everyday life. Our work is high-profile and fast-moving, within a dynamic and agile environment. The work that you’ll be involved in every day will help us to deliver our strategy, to make us the regulator we want to be and help the sector to deliver for customers and society.Why Join Ofwat?We are forward-thinking, creative, innovative and ambitious. We actively encourage autonomy, collaboration and innovation and we have a unique culture fostered by trust, flexibility and respect.With us, your work matters, your voice is heard, and your impact is felt. Ours is a culture of trust, flexibility, autonomy, collaboration, and innovation. We all want positive change for water customers, the environment, and the future of water.But for us, change is more than what happens on the outside – we’ve always pushed boundaries internally, too. From becoming the first Civil Service organisation to achieve ‘Smarter Working’ status, to gaining our prestigious ‘Smarter Working Maturity’ award, we’ve consistently demonstrated our commitment to embracing innovative ways of working. We know our people do their best work when given freedom over where, when, and how they work. Which is why we trust them to do exactly that.Additional Benefits Employer pension contributions of 27% (around £10,000 per annum for this role).27.5 days leave (25 days annual leave + 2.5 days privilege leave) increasing to max 32.5 days with each year of service), plus bank holidays.Access to exclusive discounts on a range of goods and services such as retail outlets, theatre tickets, holidays, insurance and gym membership.Flexible working arrangements that suit your lifestyle.Fees paid for membership of relevant professional bodies.Up to 3 volunteering days per year.Recognition voucher schemes.Generous shared parental leave and pay.Enhanced sick pay.Cycle-to-work scheme.Season ticket loan for travel between home and office.Regular professional development.Health and well-being initiatives.Free eye tests and contribution to lenses/spectacles for VDU users.To read more about the role and selection process, please follow the link to apply.Application deadline: 23:55 on Sunday 24 March 2024
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