Senior Service Delivery Analyst - Aegon AM
Responsibilities:
- Ensure that service levels are agreed and met.
- Management of IT service issues and disruptions. Ensures timely and responsible resolution of service issues in line with agreed SLAs, including out-of-hours service disruptions.
- Produce Management Information, and then leverage it by identifying trends, service delivery issues and resource constraints, and taking action to address them.
- Propose improvements to (automate) processes, reports, and procedures to ensure consistency, stability and reliability of systems is maintained.
- Manage relationships with key suppliers, acting as an escalation point for supplier issues and assists with resolution of issues and incidents.
- Participate in or lead projects as assigned.
- Assists with the onboarding of new services and the transition of services effectively through appropriate communication, stakeholder engagement, and application of business knowledge.
- Adheres to key service management processes (incident, problem, change, request, configuration), implementing aspects of these.
- Use the ITSM platform to obtain and interpret relevant MI data to understand service priorities, improve the operational effectiveness of services and to add additional value to the relevant business functions.
- Provide support to Agile Delivery teams to ensure quality & timely outcomes.
- Carry out tasks as defined under internal and external audits, ensuring audit and risk actions are completed within agreed timescales.
- Keep abreast of new developments within the industry; understand the impact of current affairs on the business strategy, and projects initiated.
- Resolves complex/escalated service issues. Understands and tackles root causes.
Required Qualifications:
- Experience in IT service delivery (typically five or more years).
- Expertise in ITIL configuration management, ITIL practices, and ITSM tooling.
- Proficient in change management methodology (Waterfall and Agile) SAFe, software development lifecycle (SDLC), analysis, and design.
- Project management skills.
- Negotiation and delegation skills.
- Strong customer focus.
- Excellent oral and written communication skills.
Preferred Qualifications:
Knowledge and a working practice of:
- Analysis Techniques.
- Estimating and Planning.
- Software Development Life Cycle (SDLC).
- Knowledge of ServiceNow.
Job and compensation levels depend upon an applicant’s qualifications including the extent of candidate’s relevant experience and other job-related factors and will be determined by hiring supervisors/managers and HR.
At Aegon Asset Management, we are committed to fostering a diverse workforce and an inclusive culture. We are more than a global Asset Management firm – we are a people business, and we recognize that delivering excellent client outcomes comes from embracing diverse perspectives. We value diversity in the full range of human uniqueness without limitation including race, gender, ability, language, culture, beliefs, age, origin, background, perspectives and experiences.
We are open to considering flexible working practices. Please talk to us about what this means for you.
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