Service Delivery Analyst
Energia
Job Description
We currently operate a hybrid working policy with a mix of working from the office and home.
Our Rewards;
- Annual bonus of up to 10%
- Annual Cost of Living Review
- 23-25 Days Holiday per year + 11 stats and opportunity to buy more holidays
- Family Friendly Policies
- Enhanced Maternity and Paternity Pay
- Career Progression and Development - Almost 100% of our promotions are from within the organisation
- Wellbeing Fund - to be used towards anything that energises you from Gym membership to Reflexology
- Sports and Social Club
- Green Team
- Volunteering days and more
Your new opportunity
The Service Delivery Analyst is responsible for overseeing the delivery and performance of outsourced and internal IT services across Energia FlexGen. Reporting to the IT Operations Manager, the role acts as the primary point of contact for Managed Service Providers (MSPs) and other vendors, ensuring services are delivered in line with agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and business expectations.
The Service Delivery Lead is responsible for monitoring service performance, driving continual service improvement, producing reporting and dashboards, helping manage supplier relationships, and ensuring a high-quality end-user experience across all IT services. The role will work closely with IT\OT Operations, Group IT, business stakeholders, and third-party suppliers to ensure consistent, effective, and measurable service delivery.
What you'll need
Proven experience in IT Service Delivery, with responsibility for maintaining and improving business critical IT services.
Experience managing Managed Service Providers (MSPs) and third-party technology vendors, including service reviews, performance management, SLA governance, and ensuring compliance with cybersecurity and regulatory requirements.
Strong understanding of ITIL service management principles, including Incident, Request, Change, Problem, and Service Level Management processes.
Experience developing and presenting service performance reporting, including KPI, SLA, and Power BI dashboard creation.
Excellent stakeholder management, communication, and organisational skills, with the ability to coordinate across internal teams, suppliers, and business units to drive service improvements.
Learning & Development;
- We’re proud that 87% of our employees would recommend us as a great place to work. It’s more than just a job—it’s a place where people genuinely enjoy belonging to a committed and supportive team.
- Our values—Trustworthy, Dynamic, Resourceful, and Community-Focused—aren’t just words, they guide how we work every day.
- We’re dedicated to helping you learn, grow and develop, offering learning opportunities, mentoring, and professional support to help you reach your goals.
- You’ll also enjoy some great benefits, like an annual bonus of up to 10%, our award-winning wellbeing programme, a ‘Wellbeing Fund’ you can spend on whatever recharges you, access to counselling, initiatives to reward long service, plus a generous holiday package with the option to add more days, health cash plans, and fun sports and social clubs.