Service Delivery Analyst

At WHSmith our people are at the heart of everything we do. They are the ones that go the extra mile for our customers. The ones that enable our growth. That’s why our IT team works closely with stakeholders to develop and implement technology solutions.

As a Service Delivery Analyst here you will be responsible for analysing of one or more IT services and one or more third party service suppliers. In doing this you will be enabling a business area to operate in line with daily, weekly & seasonal needs.

What you will be doing:

• Partners with the Service Delivery team to resolve IT Service incidents and issues
• Investigates and prioritise service and systems exceptions, issues and resolutions
• Partners with Business Relationship teams to effectively communicate issues and resolutions
• Partners with Business Relationship teams to agree and review Service requirement and transition plans for changes
• Analyses IT Service metrics for stability, faults, trends and changes, recommended improvement plan
• Partners with suppliers to identify new IT Service changes and threshold measures to improve systems availability and to ensure issues are resolved in a timely manner
• Analyses Supplier data suppliers to validate information and highlight any areas of issues, trends and changes to Business Relationship teams and across Service Management group

What we are looking for:

• Experience in analysing IT Service to resolve issues, identify trends and drive service improvement
• Experience of creating and implementing a plan for delivering required changes within IT services delivery
• Strong organisation and administration skills, often juggling multiple priorities
• Good communication skills – able to communicate IT related issues to both technical and non-technical audiences.
• Understanding of ITIL model
• (ideal) Worked in a Retail environment for 1+ years
• Experience of customer relationship management
• Experience of managing third party suppliers
• Excel and computer literate
• Ability to collaborate effectively with users and prioritise faults effectively

How we reward our teams:

• Hybrid working model from home and in the office
• 4pm Friday Finish
• Flexible Working
• 24 Days holiday, plus your Birthday off, plus Bank Holidays with an opportunity to buy extra days holiday
• Family Friendly Leave
• Competitive Pension Contribution
• Sharesave Scheme
• Annual Bonus based on company and personal performance
• Competitive Salary
• Staff Discount Card for stores and online

About us: Celebrating 230 years, we’re proud to have grown and evolved into a globally recognised brand present in over 30 countries around the world, and we’re proud to be that air of familiarity people love and trust on their journey, both in life and through life. As a diverse group of over 12,000 colleagues, we are all on the same journey to a better business through our commitments to our planet, people and the communities we serve.

WHSmith have occupied our place in our customers’ hearts for over two decades. You’ll find our stores and our family of brands in airports, hospitals, railway stations, on high streets and in shopping centres – as well as right across the world! We are an ambitious team that thrives on pace, collaboration and innovation resulting in a real entrepreneurial culture.

At WHSmith, we’re all about creating an inclusive and welcoming workplace where everyone can be themselves and do their best. No matter your background, age, disability, gender, gender expression, gender identity, race or ethnicity, marital status, religion, sex, sexual orientation or anything else that makes you, you—you’re welcome here.

We’re also open to flexible working where possible, so if that’s something you need, let’s chat. And if you need any adjustments during the selection process, just let our Talent Acquisition team know—we’re happy to help!