Senior Service Delivery Analyst (12 month FTC)

at  National Milk Records

LOCATION: PETERBOROUGH (MONDAY - FRIDAY - OFFICE BASED)

Are you an experienced Service Delivery Analyst looking for an opportunity to gain experience within a senior/leadership position? Would working for an international, well known business excite you?
This is a great opportunity for an experienced Service Delivery Analyst to take that next step in their career and naturally use both their IT, and organisational skills to keep AB Agri’s essential users running as they should be.
The suitable candidate will provide technical IT support in relation to urgent issues and be available for incident and service request escalation where required.
They will support the IT Service Delivery Manager, provide support and guidance to other team members and ensure to deliver continuous improvement in service, support and communication to both internal and external stakeholders.

ABOUT US

We’re AB Agri, part of Associated British Foods (ABF plc) and we’re passionate about feeding the world responsibly and affordably by making quality animal feed, creating nutrition and technology-based products, and offering data services for the agri-food industry. What sets us apart is how we delight our customers - and that’s because of great people like you. People with different life experiences who share common values. Together we’re building a fair, innovative and inclusive culture.
As a Disability Confident employer, we’re committed to ensuring our application and recruitment processes work for everyone so if you need any additional support (like alternative formats for your application, bringing a support dog to the offices, a sign language interpreter - or anything else) just let us know.

• Provide technical IT support to AB Agri users and key stakeholders via a number of methods, including telephone, email, MS Teams, webchat, or in person.
• Monitor and coordinate work within AB Agri’s ticketing system to resolve user incidents and requests. This includes fair distribution of tickets across the Service Delivery, as well as working in conjunction with ABF Business Technology Services Team, external and internal stakeholders.
• Support the IT Service Delivery Manager in delivery of KPI’s within the team, including understanding root causes should underachieving be identified, improvement plans, and internal communication of SLA’s and KPI’s to promote end user awareness.
• Support the Service Manager in reporting and analysis for Service Delivery activities.
• Support the IT Service Delivery Manager with the day-to-day management of internal team processes, helpdesk functions, ticketing system, procurement, administrative tasks, stock controls, licencing, asset management, service catalogue and SharePoint updates.
• Accountable for understanding, improving, and selling the IT Toolkit to our business community and for driving adoption.
• Engagement across our business community – build and maintain good working relationships with our business users, drive visibility, access and support.
• Assist the IT Service Delivery Manager with onboarding, training, development and supporting of Service Delivery team members.
• Proactively be involved in continuous improvement opportunities and tasks within the IT Service Delivery Team, to align with ITIL4 best practices and business demand.
• Assist and support the Service Delivery Manager with service transition tasks and onboarding new systems or service in BAU activity.