Title: Service Delivery Analyst Department: IT Operations Location: Sheffield Contact Type: Full time, permanent Salary: Up to £40,000 per annum Tes is an international provider of software-enabled services passionate about using technology to make life easier for schools and teachers. All products and services are built with teachers and schools needs at the core, ensuring they are innovative, trusted education solutions. Role overview: The Service Delivery Analyst is responsible for supporting the IT Service Management (ITSM) processes and ensuring the effective and efficient delivery of IT services. This role involves analysing and improving IT service processes, managing incidents, problems, and changes, and ensuring compliance with ITIL best practices. Key Responsibilities: Incident Management: Monitor and manage incidents to ensure timely resolution and minimise impact on business operations. Provide status communication and updates to the business Problem Management: Identify root causes of recurring incidents and implement solutions to prevent future occurrences Change Management: Coordinate and manage changes to IT services via Change Advisory Board meetings, ensuring minimal disruption and adherence to change control processes Process Improvement: Analyse and improve ITSM processes to enhance efficiency and effectiveness Reporting: Generate and analyse reports on ITSM performance, identifying trends and areas for improvement Collaboration: Work closely with IT teams, business units, and external vendors to ensure seamless service delivery Compliance: Ensure ITSM processes comply with ITIL best practices and company policies Flexibility: Required to work outside of core business hours as and when required during critical incidents What will you need to succeed? Experience: 2-4 years of experience in IT service management or a related role Experience with process improvement methodologies (e.g., Lean, Six Sigma) Experience of Atlassian products (Jira / Confluence) Familiarity with project management principles Knowledge: ITIL V4 Foundation qualification is required. Additional ITIL certifications are a plus Knowledge of Agile methodologies Skills: Strong analytical and problem-solving skills Excellent communication and interpersonal skills Proficiency in ITSM tools (e.g., FreshService, ServiceNow, BMC Remedy) Ability to work independently and as part of a team What do you get in return? 25 days annual leave rising to 30 5% pension after probation State of the art city centre offices Access to a range of benefits via My Benefits World Discounted city centre parking Free eye care cover Life Assurance Cycle to Work Scheme EAP (Employee assistance programme) Monthly Tes Socials Access to an extensive Learning and Development menu Who are Tes? Tes has been supporting the education sector for over a century, growing and changing alongside the evolution of education. Today, Tes is focused on providing digital solutions to support school leaders and teachers with wellbeing, continuous professional development, safeguarding, SEND provision, flexibility through timetabling, and pupil behaviour management. Our Vision is to power schools and enable great teaching worldwide, by creating intelligent online products and services to make the greatest difference in education. Tes has over 13m teachers in its online community and working relationships with 25,000 schools in over 100 countries. Tes helps schools find the teachers they need via a range of recruitment solutions; brings new teachers into the profession through initial teacher training; provides teachers with continuous professional development and world class safeguarding training. It also offers a range of expert tools for the classroom from timetabling, SEND provision, and behaviour management solutions to dynamic staff surveying and wellbeing tools. Tes brings educators together online so they can share expertise and teaching resources and it provides them with vital information, research and analysis about education via its fully digital Tes Magazine. Tes is a global company employing over 600 people and operating across 10 offices, including in London, Sheffield, Hong Kong, Sydney, and Dubai. We are proud of our people centric culture where everyone is driven to achieve the same goal. We are an agile organization striving for continuous improvement. We invest in our people with extensive learning and development opportunities and support our colleagues with various mentoring and career enhancement programmes. Tes Global will ensure all qualified applicants receive consideration for employment without regard to race, sex, colour, religion, sexual orientation, gender identity, national origin or on the basis of disability. We invite applicants to contact us directly to identify any additional support required. www.tes.com/tesglobal Other details Pay Type Salary Min Hiring Rate £35,000.00 Max Hiring Rate £40,000.00