Service Delivery Analyst

Service Delivery Analyst

Group Technology

Permanent

Office location: London, White City/Hybrid

Hiring range: £40,000 - £50,000

For more information please email TalkingCareers@itv.com

Your work matters to millions.

Shaping culture is in the DNA of ITV. So, it’s not surprising that you’ll find us in every home in the UK, our productions are famous all over the world and we’re at the forefront of the digital streaming revolution.

When you join us, you enter a fun working environment. With opportunities to learn, to grow and make a real difference. Small enough that your impact’s felt in the business, but big enough that your impact reaches millions of people.

Come develop your skills, change TV and the course of your career. Don’t just watch it. Be part of it. Join ITV.

Your impact sends ripples.

The team

ITV is seeking an IT Service Delivery Analyst to support the Group Tech Service Delivery Managers in managing the provision of services delivered by a major outsourced 3rd Party Supplier. The role will also involve providing Service Delivery support across Group Technology.

The successful candidate will have the opportunity to drive service excellence by supporting the Service Delivery function throughout the entire Technology landscape covering the spectrum of ITV Business services.

The role

• Provide IT Service Delivery support throughout the lifecycle of Supplier Management from contract negotiations through to in-life service provision
• Develop, manage and produce reporting on 3rd party Service Delivery across Group Technology
• Ensure governance materials are prepared, vetted and sent out as per agreed schedules.
• Coordinate the planning, execution and communication of all governance meetings where required.
• Create and deliver Management Information appropriate for senior internal stakeholders.
• Create and maintain a vendor management database and be the custodian of the database ensuring all information contained within remains updated and accurate
• Drive improvements in Service Delivery through the analysis of supplier performance against service levels and key performance indicators
• Create and maintain all aspects of documentation within the remit. Examples of this may include process & policy documents, risk logs and continuous service improvement initiatives.
• Own and execute approved communications plans across ITV Group Technology and its 3rd Party Vendors
• Participate and contribute as required in Supplier Management forums working alongside ITV Stakeholders
• Support Delivery Managers with critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews

Skills you’ll need (minimum criteria)

• Experience in Service Delivery, Project or Administration Support in a similar role.
• Proven experience in developing and producing Service Management reporting.
• Excellent analytical skills and previous experience analysing data in an IT support environment.
• Experience of working within an ITIL environment and/or Technology Service Operations.
• Ability to vary style and approach with stakeholders to achieve the desired result.

Other things we’re looking for (key criteria)

• ITIL Foundation Certification
• Good knowledge of Microsoft Office or Google Collaboration Suite.
• Experience in producing reports using ServiceNow and/or other ITSM tools.
• Experience of working within a Media/Broadcasting environment

ITV is for everyone.

ITV strongly encourages applications for this role from disabled people. As a Disability Confident Leader, if you meet the minimum criteria for a role and you have declared that you are disabled, we’ll guarantee to take you to the next stage* (minimum criteria above).

We're happy to discuss any support/personalisation you may need during our application and selection process as part of our reasonable adjustments. Drop us a line if you require anything at talkingcareers@itv.com.

• There may be a few exceptions where we are not able to take all eligible candidates to the next stage due to the volume of applications.

Because those who make an impact deserve to be rewarded for it.

ITV offers some great rewards and benefits including

• Flexible working with a range of options
• Generous holiday allowance, plus you can buy more
• Annual bonus opportunity
• Competitive pension contribution
• Save as you earn - with an opportunity to buy ITV shares
• Wellbeing and volunteering days plus a wide range of opportunities to help you live a balanced and healthy life

More about our benefits