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Service Delivery Analyst – Contract
Sword Group. Monitor and report on SLAs, KPIs and service performance .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in ITIL Service Management and ServiceNow, with a strong focus on monitoring SLAs, KPIs, and service performance. Capable of driving continuous service improvement initiatives while effectively managing customer and stakeholder relationships.
Highest-signal resume keywords
ITIL Service ManagementServiceNow ExperienceAnalytical SkillsStakeholder ManagementRoot Cause Analysis
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
SLA MonitoringKPI ReportingService Performance AnalysisIncident ManagementProblem ManagementChange ManagementGovernance ReportingPerformance Dashboard CreationTrend IdentificationContinuous Improvement Initiatives
Soft Skills
Strong CommunicationCustomer ServiceRelationship ManagementProblem-SolvingTeam Coordination
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Monitor and report on SLAs, KPIs and service performance
- Manage customer and stakeholder relationships
- Coordinate teams to resolve service issues and escalations
- Lead or support service review meetings
- Identify trends, recurring issues and improvement opportunities
- Drive continuous service improvement initiatives
- Support incident, problem and change management processes
- Produce governance reports and performance dashboards
- Work with suppliers and operational teams to ensure service delivery commitments are met
- Support customers or internal users by ensuring services are delivered effectively and meet agreed service levels
- Manage escalations during a ServiceNow upgrade and change of IT provider
Requirements
What you’ll need- ITIL Service Management experience
- Strong communication and stakeholder management
- Analytical and reporting skills
- ServiceNow experience
- Root cause analysis and problem-solving
- Customer service and relationship management
Benefits
Comp & perks- Competitive salary
- Personalised career development plan
- Learning and development opportunities
- Flexible work arrangements
- Generous annual leave allowance
- Enhanced family friendly benefits
- Pension scheme
- Private health schemes
- Well-being schemes
- Insurance schemes
- Employee assistance programme
- Discounted cash plan
- Diverse and inclusive workplace
- Equal opportunities employer
- Support for accessibility adjustments during the hiring process