We are now looking for a Senior Service Analyst to come and join us in Edinburgh where you will join a team of 8 in our global IT Service Delivery team where we leverage an Agile approach to get things done. Our Service Delivery team ensures that the business derives maximum benefit from supplier relationships, both internal and externally. We provide structured communication to customers and suppliers, including the planning, scheduling, measurement, and control of IT service delivery, to agreed levels of service. We assist in the management and oversight of IT supplier relationships and contribute to or lead IT initiatives, in line with agreed strategies, policies and best practices. In this role, you will demonstrate best practice for our team and lead on improvement initiatives, implementing or reviewing processes and systems. You will make a tangible difference by raising standards, adapting to changes in the way we do business, and streamlining our ways of working. This is a role that requires a combination of technical skills, analysis, design, project management, and strong communication skills. Your responsibilities will involve:
* Ensuring that service levels for ITIL processes are agreed upon and met, managing IT service issues and disruptions.
* Managing software licensing and asset management.
* Ensuring timely and responsible resolution of service issues in line with agreed SLAs, responding to service disruptions, understanding and tackling root causes.
* Managing customer expectations and ensure perspectives are always considered, and that expectations, deliverables and relationships are proactively managed.
* Supporting the team in the oversight of IT services using MI and other diagnostic tools to identify trends, service delivery issues and resource constraints, reporting concerns as appropriate.
* Proposing improvements to (automate) processes, reports, and procedures to ensure consistency, stability and reliability of systems is maintained. Participate in or lead these improvements.
* Managing relationships with key suppliers, acting as an escalation point for supplier issues and assists with resolution of issues and incidents. Attend and minute supplier review meetings, chairing the meetings as appropriate.
* Assisting with the onboarding of new services and the transition of services effectively through appropriate communication, stakeholder engagement, and application of business knowledge.
* Ensuring that Service Delivery services are provided in accordance with business and IT needs, including the provision of resources, as agreed with the IT Support Manager and Lead IT Service Delivery Analyst, during the agreed hours of business.
* Controlling and managing the business-as-usual request queue for Service Delivery.
* Driving business engagement through the regular IT service reviews.
* Providing support to Agile Delivery teams to ensure a quality and timely outcome, highlighting concerns to Project Managers, Product Owners, Scrum-Masters, and IT Management as appropriate.
* Complying with the regulatory and legislative regime as it affects your role and for ensuring those risks are identified, reported, and managed accordingly.
Experience with Software Asset Management and licensing.
* Service Delivery experience, we will consider applications from several different backgrounds, including; Service Delivery, Business Analysis, Application Support, Service Desk.
* Experience working in ITIL & Agile environments, ideally with certifications.
* Excellent stakeholder management skills, both internally and externally.
* Experience working in fast-paced environments, working towards strict SLA's.
Aegon Asset Management is a leading global investor, our employees work from 13 locations across Europe, the Americas and Asia. We advise on assets for a global client base of pension plans, public funds, insurance companies, banks, wealth managers, family offices and foundations. We share a common belief in fundamental, research-driven active management, underpinned by effective risk management and a commitment to responsible investment.
Our people are our greatest asset, and we want Aegon Asset Management to be a place where they can bring their authentic self to work and do all they can to deliver on our strategic promises to our customers. We help people live their best lives. We help them with the big stuff, for the moments that matter.
* A competitive salary, depending on the experience you can bring
* A non-contributory pension between 9%-13%
* A discretionary bonus, depending on personal and company performance
* 27 days leave per year (plus bank holidays, pro-rated for part-time)
We also offer private medical cover, life assurance, critical illness cover, enhanced parental leave and a variety of lifestyle benefits to help our staff live their best lives, including retail discount vouchers, cycle2work scheme, subsidised restaurant and online GP appointments.