IT Service Delivery Analyst - Bristol
4th November 2020
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IT Service Delivery Analyst IT / Management Information SSRS / SSIS / Power BI Bristol SF32529
About the role
Here at Babcock International we're seeking an IT Service Delivery Analyst who will be responsible for delivering and maintaining the overall quality of IT services delivered across the Defence and Non-Defence Business Units ('BUs') of the Babcock Land Sector. The primary objective of this role is to support the delivery of IT services across Land Sector.
The IT Service Delivery Analyst supports the delivery of IT Services to agreed SLAs, in collaboration with the wider Land IT function. Responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA. The role requires problem solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to teams in Land IT/ Babcock IS. The role will prepare root cause analysis, descriptive analytics preparation, pro-active co-ordination of front-line services
Compliance - maintain service compliance for all IT services delivered into Land Sector. Utilising the Babcock IS Remedy System, the role will actively monitor and provide Management Information to the IT Service Delivery team. The Analyst will ensure Land IT service delivery processes and measures are optimised to ensure excellent customer service for the end users.
Estate & Costs - monitor and optimise the utilisation of the IT estate for Land Sector. Engaging with Land IT / wider Babcock IS, the role will continually review the utilisation of Land IT dedicated IT resources and benchmark performance metrics. The objective is to consolidate IT resources wherever possible, whilst maintaining required operational performance and minimising risks for Land
Costs - monitor and optimise the cost of IT services incurred by Land Sector from Babcock IS and wider supply chain. Engaging with the wider Service Delivery team, the role will continually review the user charges incurred by Land IT and benchmark IT costs per user across the Land Sector.
Supply Chain - monitor and optimise the quality of service delivered into Land Sector by 3rd party providers. The role will continually engage with 3rd party IT providers to monitor and review open service support tickets and other support activities, as required. The role will have close engagement with Babcock IS procurement function, to ensure clear delineation between commercial procurement (led by Babcock IS) and quality of service activities
Main Tasks * Deliver a consistent Land IT Service delivery model to all Business Units in Land Sector, working in conjunction with Land IT and Babcock IS, ensure that IT systems SLAs are documented and measured and reviewed * Utilising the Babcock IS Service Catalogue, ensure the business user populations using IT services have access to appropriate IT Services * Monitor and manage to resolution all IT Service Requests for Land Sector via Babcock IS Remedy System, ensuring IT solution approach meets the underlying operational need, whilst ensuring the solution is BIS approved and delivered into operation * Provide relevant Management Information (MI) and service performance insights for the Business Units and drive continuous improvements across the IT service delivery landscape - utilising MI e.g. SSRS, SSIS, Power BI etc * Support the IT Service Delivery Manager by engaging with front-line operations for Business Relationship Management ('BRM') activities, as directed by the Service Delivery Manager. * Co-ordinate IT Service problem management activities for front-line operations, in conjunction with the Land IT Operations Team and Babcock IS where impacting Land Sector * Maintain excellent levels of communication throughout the team and the wider business, through active engagement with a broad cross-section of Babcock employees and external stakeholders. Maintain a "hands-on" ethos for IT Service Delivery, engaging with front-line service staff, supervisors, management and executives
Secondary Tasks Compliance * Responsible for all Management Information relating to service delivery/ service compliance for Land IT * Identify and resolve/ escalate IT service delivery bottlenecks, by engaging service Queue owners and Land IT senior management/ Babcock IS, as required * Maintain the Land IT Service Catalogue with Babcock IS, ensuring scripts are correct to enable first-line fix or clear allocation to Land resolver groups * Ensure required IS service queues are set-up for the resolver groups and drive performance through the provision of appropriate metrics to the supporting management teams
Estates * Regular reviews of the IT network resource estate allocated to Land Sector, to understand the IT resources (servers, virtual machines, etc.) and associated costs incurred by Land Sector operations * Ensure that IT resources are matched to deployed applications, to ensure the IT estate is appropriately configured to the operational demands of Land Sector, taking into account capacity demand * Optimise capacity planning for Land IT, by consolidating where possible to minimise the Babcock IS estate infrastructure costs and maximising utility computing in line with Land Sector operational demands
Costs: * Regular reviews of the IT user charges allocated to Land Sector, to understand the user-based resources (applications, devices, etc.) and associated costs incurred by Land Sector operations * Ensure that user-based resources are appropriately matched to operational need(s), to confirm that User profiles are appropriately configured to their role-based operational demand * Benchmark user charges across the Land Sector, to identify user groups that could deliver cost savings
Supply Chain: * Regular reviews of open service tickets with 3rd party IT providers, to understand service bottlenecks * Ensure that Land IT has regular engagement with critical IT service providers * Proactive engagement with IT supply chain to drive innovation/ features of value to Land Sector operations. Continual re-assessment of 3rd party IT providers, to determine suitability of services and ongoing needs
Technical Experience: * Service Delivery role in a large corporate organisation * Able to build rapport and maintain relationships with internal teams and external stakeholders / partners * Excellent organisational skills with the ability to prioritise effectively and deliver in a complex environment * Extensive experience of producing and presenting high quality Management Information and insights / recommendations to senior management groups * Proven ability to act as Subject Matter Expert (SME) for all service related questions * Work effectively in a matrix / virtual team environment and large Central IT functions
Skills Profile: * Experience of complex and critical environments, whereby integrated engineering support services are delivered by an engaged team of diligent and professional professionals * Can operate where roles and responsibilities can be fluid * Takes pro-active responsibility and demonstrates initiative * Team player and will step in where required * Instils a "can-do" attitude with the direct reports and wider team members