ICT Senior Service Delivery Analyst

Job Title: ICT Senior Service Delivery Analyst

Location: South Wales Police Headquarters, Bridgend, Wales

Salary: £38,007.00 - £43,098.00 per annum

Job Type: Full time, Permanent

Closing Date: 5th July 2024 at 13:00

Are you looking for your next career step?

Do you want to be a part of an Innovative Organisation?

About Us:

South Wales Police is the largest police force in Wales, serving a population of approximately 1.3 million people across an area of 2,117 square miles. We are dedicated to keeping our communities safe and secure, and we rely on cutting-edge technology to support our operations. As an ICT Senior Service Delivery Analyst, you will play a crucial role in ensuring the smooth functioning of our ICT infrastructure and providing technical assistance to our staff. We have recently invested heavily in our ICT department with exciting new projects and opportunities funded by significant investment. We are going through a period of significant growth and technological change, there has never been a better time to join!

The Role:

We are seeking an experienced Senior Service Delivery Analyst to join our ICT Department at South Wales Police working within a Problem Co-Ordination role within the ICT Service Desk. 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
• Work closely with technical colleagues and both internal and external key stakeholders to resolve problems in a timely manner
• Act as a point of contact for service-related issues and escalations
• Identifying value creation opportunities using a shift left approach and working on solutions to identifying problems before they emerge
• 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 Problem Management
• ICT Service Desk Function and Management
• ICT Customer Relations Management
• ICT Operations Management

Benefits Include:

• Training and professional development opportunities
• Local Government Pension Scheme
• 24 days Annual Leave increasing to 29 days after 5 years employment
• Flexible working dependant of duties
• Free on-site parking
• On site fitness centre and canteen
• Collaborative and supportive work environment
• Cycle to work scheme
• Wellness programmes
• SWP Diolch Vectis & Blue light Discount Card
• Opportunity to make a meaningful contribution to public safety and community well-being

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.

Note: Due to the sensitive nature of the work performed by South Wales Police, all applicants will undergo a comprehensive background check as a part of the recruitment process.

Please click on the APPLY button to apply directly on our website.

Candidates with the relevant experience or job titles of: IT Systems Technician, ICT Technician, IT Systems Support, IT Technician, Information Technology, 1st Line, 2nd Line, Technical Support Engineer, Technical Customer Support, Tech Support Services, Customer Support, Customer Services, Remote Support, Senior 1st Line IT Support Engineer, Senior IT Technician, Senior IT Support Engineer would be a prime candidate of this role.