IT Service Delivery Analyst

1 week ago

Kingston, Canada Unilever Full time

Job Title: IT Service Delivery Analyst

Location: Kingston/ Other UK locations can be considered

JOB PURPOSE

RESPONSIBILITIES
- Receive, analyse, and prioritise service requests from internal stakeholders, ensuring prompt resolution and adherence to Service Level Agreement (SLAs)
- Coordinate, communicate, and resolve critical iOPS integrated incidents and problems, in conjunction with the technical teams to identify root cause and implement permanent fixes.
- Monitor and report on shared service levels, ensuring compliance with agreed-upon metrics and SLAs. Proactively identify potential bottlenecks and areas for improvement in partnership with your line manager.
- Regularly assess ways of works (WoW) and integrated processes, identifying opportunities for efficiency gains and implementing appropriate improvements. Drive initiatives to enhance service quality and customer satisfaction.
- Collaborate with iOPS platforms and their suppliers to ensure timely delivery of services and adherence to shared KPIs. Conduct and attend regular reviews and manage escalations when necessary.
- Foster strong relationships with internal stakeholders, clients, and cross-functional teams to understand their needs, address concerns, and provide effective IT service support.
- Maintain accurate and up-to-date documentation of service delivery processes, procedures, and standards. Generate insightful & ad-hoc reports on service performance, trends, and improvement recommendations.
- Assist in the planning and execution of integrated change/deployments, ensuring mínimal disruption to service availability and managing associated risks.

ALL ABOUT YOU
- Bachelor's degree
- ITIL certification or other relevant certifications would be a plus.
- Proven experience in IT service delivery, Incident, or problem management, preferably in a mid-sized or large organization.
- Excellent problem-solving and analytical skills with the ability to diagnose and resolve complex IT issues.
- Solid understanding of service level agreements (SLAs) and experience in monitoring and reporting on service levels.
- Strong communication and interpersonal skills, with the ability to collaborate effectively with diverse stakeholders and teams.
- Demonstrated ability to drive process improvement initiatives and enhance service delivery efficiency.
- Functional knowledge of Supply Chain, Customer Development and Finance technologies and processes is desirable.
- Confident, strong self-starter, able to voice and articulate concerns, seek detail and build understanding.
- Ability to build strong relationships within own team, but also with people from other Unilever teams and vendors.
- Experience in working with platforms, incident management and the delivery of service review plans.

NOTES

About Unilever

Unilever is one of the world’s leading suppliers of Food, Home and Personal Care products with sales in over 190 countries and reaching 2 billion consumers a day. Unilever has more than 400 brands found in homes around the world, including Dove, Tresemme, Lynx, Lifebuoy, Shea Moisture, Persil, Domestos, Ben & Jerry’s, Magnum, Marmite, The Vegetarian Butcher, Graze and Pot Noodle.

Faced with the challenge of climate change and the need for human development, we want to move towards a world where everyone can live well and within the natural limits of the planet. That’s why our purpose is ‘to make sustainable living commonplace’

Location

In September 2020, Unilever announced the intention to build a new sustainable campus site in Kingston, London to house the employees who currently work in 100 Victoria Embankment in Blackfriars, Lever House in Kingston and Graze in Richmond. We are creating our own Unilever sustainable, agile work environment, purposefully bringing us together in our own Unilever ecosystem. The campus is due to be completed in early 2025 and will consist of two interconnected buildings, as well as landscaped surrounding areas.

What We Offer

Not only do we offer a competitive salary and pension scheme, we also offer an annual bonus, subsidised gym membership, a discounted staff shop and shares. You’ll have the opportunity to work directly with our renowned and exciting brands in a flexible and hybrid working environment.

Whilst the role is advertised on a full-time basis, we would be happy to discuss possible flexible working options and what this may look like for you. We are a key advocate of wellbeing and offer a variety of support for our people including hubs, programmes and development opportunities. We strive to achieve a family-friendly and inclusive workplace and to, above all, create possibilities for all.

Equity, Diversity & Inclusion at Unilever | Unilever


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