Service Delivery Analyst
Working for KITS you’ll experience an exciting mix of collaboration, innovation and creativity within a high performance fast paced environment. We set ourselves challenging goals and have high expectations of what we deliver to Kingfisher.
We think work should be rewarding, fun and sociable, and we want our people to get the most out of every day. We therefore look for people who live our values, and have the skills, knowledge, energy, and passion to deliver the KITS strategy.
Within KITS, the IT Service Management function is accountable for the delivery and support of all IT services provided by KITS. This role sits in IT Service Management and is responsible for the Service Management of an assigned portfolio of services to one or more operating company or business functions.
What you will be doing
As Service Delivery Analyst, you will be ensuring measurements are in place so that underpinning service targets are met or exceeded as well as integrity of Services is maintained and new Services are introduced effectively in support of the business or function need. You will also manage the maintenance of a Service Portfolio.
You will be ensuring that service reports are produced for each business functional area and breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence as well as chairing customer service review meetings, document output and progress of actions.
As Service Delivery Analyst, you will contribute to the management of Service Improvement Plans and take responsibility for the production and analysis of customer satisfaction data and ensuring improvement actions are managed.
This role will see you working closely with others responsible for related processes to ensure that the end-to-end quality service is maintained while being accountable for the delivery and distribution of appropriate performance metrics and trends to the market(s) of the IT community coupled with analysis, recommendations and interpretation.
What we are looking for
To be successful in this role, you will have experience in IT service management and experience working in a multi-vendor IT sourcing environment with a broad knowledge and understanding of IT technology areas. You will have experience of managing relationships and communications with internal business stakeholders.
As Service Delivery Manager, you will need previous experience in ITIL Service Lifecycle Management as well as general technical knowledge and expertise of best-in-class service support and continuous service improvement
Ideally you will have experience of service management in a retail environment and customer facing experience, preferably with IT operations in multiple countries as well as experience of a multi-supplier outsourced environment, through an appropriate set of agreed service levels and a suitable service monitoring and reporting framework.
It would also be desirable if you are experienced in the interpretation of statistical and trend data in relation to service management with a proven track record of continuous service improvement and operational performance through proactive identification of service related issues and the timely resolution of such issues.
Becoming part of Kingfisher is a fantastic opportunity, we want to be able to provide our employees with roles that engage them, alongside a competitive benefits package that allows our employees to feel a valued part of our team.