Service Delivery Analyst NEW

Job description

Base Location: You’ll be expected to spend 50% of your working week in one of the following locations: Glasgow, Perth, Aberdeen, Inverness

Salary: £50,964 – £60,899 + a range of benefits to support your finances, wellbeing and family.

Working Pattern: Permanent | Full Time | Flexible First options available

The role

Service Management within Transmission Digital is a fast-paced environment. This role supports reliable IT and Operational Technology (OT) services across SSEN Transmission through reporting, governance, stakeholder engagement and escalation management, while helping improve service processes alongside project and programme activity.

You will

• Manage customer incidents and requests through resolution, using trend and root-cause analysis to prevent recurrence.
• Analyse and report on IT/OT services for the Service Delivery function.
• Produce tailored service reports and communications for customer review meetings.
• Analyse IT/OT services to identify key issues, operational risks and improvements.
• Support continuous service improvements across internal, group and third-party IT providers.

You have

• Experience in Service Delivery, Service Management or IT support for business-critical systems in medium to large organisations; OT support experience is desirable.
• Strong organisational, communication and time management skills, with the ability to prioritise competing demands in a fast-paced environment.
• A customer-focused, proactive approach to managing escalations, incidents, problems and service requests under pressure.
• Broad IT service experience and a good understanding of ITSM principles, frameworks and best practices.
• Proficiency in Microsoft 365 and data reporting tools; ServiceNow knowledge is desirable.

About SSE

SSE’s purpose is to provide energy needed today while building a better world of energy for tomorrow. We do this by developing, building, operating and investing in electricity infrastructure and businesses needed in the energy transition. Our Transforming for Growth investment plan sees us investing £33bn in critical electricity infrastructure across the five years to 2030.

Our IT division powers growth across all SSE business areas by making sure we have the systems, software and security needed to take the lead in a low carbon world. They provide expertise, advice and day-to-day support in emerging technologies, data and analytics, cyber security and more.