Incident Service Delivery Associate; FTC

Incident Service Delivery Associate (FTC)

Location:

Stevenage/Bracknell

12 Months Fixed Term Contract

As an Incident Service Delivery Associate you will play a pivotal role in the day-to-day of service delivery with a focus on incident management. You will support elements of service delivery to deliver contracted service commitments to SLA and to budget. Support the management of incident and major incident investigations and attending technical bridges. You will produce monthly reports on incidents and ensure reviews are undertaken alongside this conduct trend analysis, preparing business cases, attending Customer meetings and reducing aged tickets.

You will manage the processing and coordination of appropriate and timely responses to incident reports, including channeling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration.

Our team prides itself on strong collaboration, clear communication and a commitment to delivering secure, reliable and high‑quality services.

• Good understanding of Service Delivery standards and processes, particularly across incident, problem, and change management
• Proactive self-starter who takes ownership of tasks and outcomes.
• Highly organised, with strong planning abilities
• Applies a structured, analytical approach to problem-solving.
• Experience managing service delivery performance against SLAs, KPIs, and customer satisfaction metrics.
• Skilled in managing escalations, resolving complex issues, and driving continual service improvement initiatives.

• 26 Days annual leave plus public holidays (3 flexible)
• Pension – Double matching contributions of up to 10%
• Life assurance
• Company wide incentive plans
• Flexible benefits (increased holidays/travel/dental/critical illness and more)
• Perks at work – employee discounts
• Employee assistance programme/ virtual GP
• Gym Pass (Wellhub) – Access to a range of free and paid options for fitness and wellbeing
• Private medical

We are a Disability Confident Employer and will offer an interview to disabled applicants who meet the minimum/essential criteria for the role.