Service Delivery Analyst

We’re Kingfisher, a team made up of over 74,000 passionate people who bring Kingfisher and its brands – B&Q, Screwfix, Brico Depot, Castorama, and Koçtaş – to life. Guided by our purpose “Better Homes. Better Lives. For Everyone.” We believe a better world starts with better homes, and we work every day to make that a reality.

We have an exciting opportunity for a Service Delivery Analyst to join us. The role supports our IT services by turning data into meaningful insights, supporting service excellence and driving continuous improvement to enhance the experience of colleagues and customers.

The position is based at our B&Q Head Office just outside Southampton, with an expectation of 12 days a month in the office.

• Monitor, analyse and report on service performance to ensure agreed service targets are achieved and opportunities for improvement are identified.
• Maintain the Service Portfolio and support the ongoing development of the Common Service Data Model (CSDM) framework.
• Ensure new and existing services are accurately documented and maintained within the Service Catalogue.
• Produce and interpret service performance reports, metrics and trend analysis, providing clear recommendations to stakeholders across the IT community.
• Investigate service level breaches, identify root causes and support actions that improve service performance and prevent recurrence.
• Support service review meetings by documenting outcomes, tracking actions and contributing to Service Improvement Plans.
• Lead and support continuous service improvement initiatives, using customer satisfaction data and collaboration with cross‑functional teams to enhance service quality and user experience.

• Experience working within IT Service Management environments.
• Experience operating in a multi‑vendor IT sourcing environment.
• Broad understanding of IT technology and service delivery principles.
• Experience building effective relationships and communicating with internal business stakeholders.
• Strong analytical skills with the ability to interpret performance data, identify trends and support continuous improvement.

We believe in flexibility and balance. Our hybrid model blends home working for focus with time spent connecting and collaborating – whether in our offices or at offsite locations. On average, around 60% of your time will involve in‑person collaboration.

We provide an inclusive environment where your potential is limited only by your imagination. We encourage new ideas, support experimentation, and strive to create a workplace where everyone can be their best self. We also offer a competitive benefits package and plenty of opportunities to stretch and grow your career.

We’re committed to ensuring all colleagues, future colleagues, and applicants are treated equally, regardless of age, gender, marital or civil partnership status, ethnicity, culture, religion, belief, political opinion, disability, gender identity, gender expression, or sexual orientation.