Job Title: Junior Service Delivery Analyst

Location: Manchester/Stoke

About the Role:

The Junior Service Delivery Analyst supports the Service Delivery function by assisting in the governance, coordination, and reporting of IT services to maintain service quality and operational stability.

This role is a development position, providing hands on exposure to IT Service Management processes while working under the guidance of senior Service Delivery colleagues. The postholder will support incident coordination, change administration, service reporting, and continuous improvement activities, building capability and experience across the service lifecycle.

Key Responsibilities:

Service Delivery Support

Support day‑to‑day Service Delivery activities across live services.
Assist Analysts in maintaining service governance, controls, and documentation.
Act as an operational support function during service issues and escalations.

Incident & Major Incident Support

Support coordination of Incidents and Major Incidents, including tracking actions and timelines.
Assist with stakeholder communications and incident documentation.
Support post‑incident reviews by collating information and actions.

Change & Governance Support

Assist with Change Management administration, including logging RFCs and maintaining change schedules.
Support CAB preparation through agenda packs, minutes, and action tracking.
Carry out quality checks on change records and supporting documentation.

Reporting & Management Information

Produce and maintain routine service performance reports (KPIs, SLAs, volumes).
Update dashboards and service tracking logs.
Assist in identifying service trends and recurring issues for senior review.

Continuous Improvement & Learning

Support service improvement initiatives through data gathering and analysis.
Participate in process reviews and improvement activities.
Develop knowledge of ITIL practices and the IT service lifecycle.

About you:

Strong attention to detail and organisational skills.
Good written and verbal communication skills.
Analytical mindset with the ability to work with data and reporting.
Proactive, reliable, and willing to learn.
Ability to follow defined processes and governance frameworks.
Awareness of customer and user experience within service environments

Essential

Interest in IT services, service management, or operational delivery.
Ability to work effectively in a structured, process‑driven environment.
Experience producing reports, maintaining logs, or working with service data.
Strong time management and prioritisation skills.

Desirable

Exposure to IT service environments (e.g. service desk, operations, analyst role).
Basic understanding of ITIL concepts or working towards ITIL Foundation.
Experience using IT service management or ticketing tools.