Service Management Analyst

Location: Plymouth, Hybrid – expectation of 2 office days per weekEmployment Type: Full Time, Permanent – 37 hours per weekSalary: Up to £35,000 p.a. (depending on experience)Delt is recruiting for a new role within our Service Management Office, and we’re looking for someone who genuinely cares about doing IT service management properly.This position sits at the heart of how we govern, improve and embed ITIL-aligned practices across Delt. Your role will begin with an initial focus on growing your understanding of all the processes that sit within our SMO, particularly those with a high demand, before progressing into broader service management activities as your experience develops.If you’re process-minded, service-focused, a confident communicator, and you enjoy working with teams to make things actually happen, this could be right up your street.What you’ll be doingYou’ll work closely with service owners, technical teams and stakeholders across Delt, providing guidance, governance and hands-on support across ITIL practices, including:Change ManagementManaging and governing the end-to-end change lifecycle to minimise riskOwning and maintaining:Requests for Change (RFCs)Forward Schedule of ChangeChange records and approvalsPost-Implementation ReviewsSupporting the identification of root causes and preventing repeat incidentsManaging:Known Error Database (KEDB)Workarounds and resolution reportingAsset & Configuration ManagementMaintaining accurate, reliable service data including:CMDBAsset registersConfiguration baselinesAudit and compliance reportingKnowledge ManagementEnsuring knowledge is captured, accessible and genuinely usefulSupporting self-service through:Knowledge articlesKnowledge base managementUsage and effectiveness metricsService ValidationWorking with service owners to ensure new or changed services are ready to go liveSupporting:Service Acceptance CriteriaTest plans and resultsService acceptance records and documentationThis is a varied role, and you’ll be expected to be flexible - capturing actions, following them through, and working collaboratively to keep service management moving forward.What we’re looking forExperience working within an ITIL-aligned service management environmentITIL v3 or v4 Foundation level knowledge (qualified preferred, but demonstrable experience is absolutely fine)Strong process focus, with the confidence to follow governance and improve it where neededExcellent communication skills - written, verbal and stakeholder-facingA relationship-focused mindset and the ability to work calmly with multiple teamsStrong organisational skills and the ability to manage competing prioritiesSomeone who actively lives Delt’s values, especially collaboration, transparency and continuous improvement, and brings a positive, service-focused approach to everything they do.Confidence influencing others and ensuring actions don’t just get logged - they get doneWorking knowledge of ServiceNow, including reporting and data analysis would be highly desirableAwareness of IT infrastructure and how services are delivered end-to-endWhy Delt?At Delt, we deliver critical IT and business support services that help our partners - including local authorities, the NHS, and schools - do what they do best. We are purpose-driven, people-centred, and proud of the impact we make.Benefits include;Generous holiday allowance of 25 days plus bank holidaysUp to 12 Flex Leave days a yearMatched contribution pension scheme up to 10% of salaryOpportunities to buy and sell leaveEmployee shopping savings portalDeadline for applications: Applications will be reviewed on a rolling basis. Please apply early to avoid disappointment. #J-18808-Ljbffr