ICT Senior Service Delivery Analyst

South Wales Police
Police Staff
Information Communications Technologies
Information Communications Technologies
HQ, Bridgend
PO12
£35,223.00 - £39,942.00
Full Time
37
Permanent
2

10/03/2023, 15:00

The role

We are seeking an experienced Senior Service Delivery Analyst to join our ICT Department at South Wales Police. The successful candidate will report to the Customer Services Manager and is responsible for ensuring the delivery of high-quality IT services to internal customers, while working closely with the service management team to ensure that IT services are delivered in line with agreed service levels.

Responsibilities:

  • Ensure the delivery of high-quality IT services to internal customers
  • Work closely with the service management team to ensure that IT services are delivered in line with agreed service levels
  • Monitor service delivery performance, and take appropriate action to resolve issues and improve service
  • Manage and coordinate incident, problem, and change management processes
  • Act as a point of contact for service-related issues and escalations
  • Identify and implement improvements to service delivery processes and procedures
  • Monitor and report on service delivery performance against SLAs and KPIs
  • Collaborate with other teams to ensure that IT services align with business needs

Requirements:

  • Must possess a relevant degree and/or hold other significant ICT, Service Management or Business Management related qualifications or demonstrate relevant experience.
  • Proven skills and experience of managing and operating within ICT Service Management in an organisation of comparative size with a diverse range of technology-based services.
  • Proven experience in incident, problem, and change management and other day-to-day ICT support.
  • Strong analytical and problem-solving skills

Where you’ll fit in:

The ICT Senior Service Delivery Analyst sits within the Service Delivery section of the department. Reporting to the Customer Services Manager, your areas of responsibility include:

  • ICT Service Management Systems, Software and Services
  • ICT Service Management
  • ICT Service Desk Function and Management,
  • ICT Customer Relations Management,
  • ICT Supplier/Supply Management
  • ICT Operations Management.

 

Diversity, Equality & Inclusion

As a Force, we are committed to developing the overall structure of equality, diversity and inclusion across South Wales Police: in our workforce and in the services we provide.

South Wales Police is an equal opportunities employer and is determined to attract, employ and support a workforce which is representative of the diverse society which it serves.

We are committed to achieving a working environment which is free from any form of harassment, intimidation, bullying or victimisation.

Applications are welcomed from all under-represented groups and support will be made available for all applicants as and when requested. 

This role is suitable for part time/job share workers 

The successful Candidate must be willing to undergo vetting to MV/SC Vetting.

If you are currently involved in an ongoing PSD Investigation then you will not be eligible to apply for this role

 

Click here  for information on how to complete our online application process


This opportunity is closed to applications.