Service Delivery Analyst

### Posting ID
PIP12112

On behalf of Department for Education , we are looking for a Service Delivery Analyst (Inside IR35 for a 6 months contract based hybris Coventry or Sheffield

As a Service Delivery Analyst , your main responsibilities will be:

We are seeking an experienced Service Delivery Analyst to join the Department for Education's Technology Operations team. This is an excellent opportunity to support critical business-as-usual (BAU) IT services, ensuring they remain secure, accessible, well-governed and aligned to service management best practices.

The successful candidate will work across operational IT services, supporting service performance, incident resolution, change activity and stakeholder engagement within a complex multi-supplier environment.

Key Responsibilities

- Support the delivery and continuous operation of critical BAU IT services.
- Monitor service performance, availability and operational effectiveness.
- Manage and coordinate incidents, problems and service requests through to resolution.
- Support change management processes, assessing impacts and ensuring service readiness.
- Ensure services comply with IT security policies, standards and governance requirements.
- Produce service reports, documentation and operational updates for stakeholders.
- Maintain and improve service documentation, knowledge articles and user guidance.
- Work closely with suppliers, service owners and business stakeholders to support service delivery.
- Identify opportunities for service improvement and process optimisation.
- Promote accessibility considerations across services and documentation.

Essential Skills & Experience

- Proven experience in IT Service Management or Service Delivery roles.
- Strong understanding of ITIL principles and service management frameworks.
- Experience managing incidents, problems and changes within a live service environment.
- Experience supporting IT security-focused services or applications.
- Strong stakeholder management and communication skills.
- Ability to follow defined processes, governance and assurance requirements.
- Experience creating service reports, operational documentation and knowledge articles.
- Familiarity with ServiceNow or similar ITSM tooling.
- Excellent organisation and attention to detail.

Desirable

- ITIL Foundation certification.
- Experience working within Government, Public Sector or large enterprise environments.
- Experience supporting secure email, collaboration or information security services.
- Knowledge of accessibility standards and inclusive service delivery practices.

Working Arrangements

- Hybrid working model.
- Candidates must be able to work from either the Coventry or Sheffield office
- Standard working week of 37 hours, Monday to Friday.

This role would suit a Service Delivery Analyst, IT Service Analyst, Service Operations Analyst, ITSM Analyst or Service Management Analyst who enjoys working in a structured environment focused on operational excellence, service governance and customer-focused IT service delivery.

In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".