Service Delivery Analyst

Service Delivery Analyst

Fantastic opportunity to join a well established team within a vibrant, growing business.

This is a hybrid position that can be based from either of our offices in Peterborough, Chesterfield, Sunderland or Tunbridge Wells.

Role Purpose:

• Supporting Service Operations and the wider business through the management of Service Delivery processes.
• Contribute to the system availability, resilience and stability through troubleshooting and problem analysis of incidents and service events, and governance of the change management process.
• Contribute to a continuous improvement culture to improve practices, knowledge, skills, and processes to increase service levels to customers. 
• Provide expertise in technical and operational processes and practices.

Key Accountabilities and Responsibilities:

• Support the Major Incident Management and Problem Management processes to maintain system stability and availability to business needs.
• Champion continuous improvement through learning and root cause analysis
• Undertake service delivery activities with service partners to ensure service levels are maintained.
• Contribute towards developing a collaborative, high performing team. 
• Creation of operational reporting, providing trend analysis and insights
• Identify and implement operational process and practice improvements.
• Support the Change Management process/Change Approval Body
• Assist with operational governance and technology audits.
• Develop and maintain system metrics and monitoring.

Skills, Experience and Knowledge Required:

• Working in IT Operations, Incident/Problem and Change Management.
• Analytical mindset and problem solving.
• Ability to master new skills quickly.
• Coordinating & managing operational processes.
• Developing and maintaining metrics and monitoring.
• Strong communication; capable of managing multiple priorities.
• ITIL framework. (Advantageous)
• Confidence to challenge current ways of working. (Advantageous)
• Data analytics and tools such as Excel and PowerBI. (Advantageous)

About us

Markerstudy Insurance Services Limited (MISL) is one of the largest Managing General Agents in the UK. With a strong presence in the UK motor insurance market, we specialise in niche motor cover, where our solid market knowledge and experience enables us to create highly targeted products.

Our success is underpinned by our underwriting strategy to identify and apply special risk factors to the customers’ advantage. That, and our skilled underwriting technicians who are friendly, accessible and empowered to make decisions.

We only transact business through professional UK insurance intermediaries and we take pride in fostering excellent working relationships. Our products feature prominently on Aggregators' sites, such as Confused.com, Go Compare and Compare the Market, via our broker partners.

What we offer in return?

• A collaborative and fast paced work environment
• 25 days annual leave plus of Bank Holidays and the ability to buy an additional five days holiday
• Health Cash Plan
• A benefit scheme that offers discounts and cashback on shopping, restaurants, travel and more
• Life Assurance 4x annual salary
• Hybrid working model- from either of our offices in Peterborough, Chesterfield, Sunderland or Tunbridge Wells