IT Service Management Delivery Analyst

IT Service Management Delivery Analyst

BELONG – There’s no place like Principality

At Principality, belonging isn’t just a value—it’s how we work. When you join us, you’re welcomed into a supportive, inclusive community where your home life, wellbeing, and individuality are genuinely respected. From flexible ways of working to benefits designed around you, we’re committed to helping you feel comfortable, valued, and able to thrive.

We believe great work happens when people feel connected to each other, to our purpose, and to the communities we serve. That’s why we encourage balance, invest in wellbeing, and focus on growing and improving together.

• Flexible hybrid working – Our award‑winning approach gives you the flexibility to work from home and from the office. Collaboration matters to us, so you’ll spend at least 8 days per month based in our Cardiff office.
• A truly inclusive workplace – Proudly named in the Inclusive Top 50 UK Employers List
  , ranked 27th
  , recognising our ongoing commitment to inclusion and belonging.
• Customer excellence you can be proud of – Winners of Double Gold Awards for Customer Satisfaction at the Fairer Finance Awards for both Savings and Mortgages.
• Engaged, supported colleagues – Our colleague engagement scores consistently exceed 85%, reflecting a positive and supportive culture.
• Wellbeing at the heart of what we do – Our Belong benefits package is designed to put our people first, supporting your physical, mental, and financial wellbeing.

We have a great opportunity for an experienced IT Service Management Analyst to join our IT team on a 6‑month fixed‑term contract
.

In this role, you will support the effective operation of IT service management and the wider team function. You’ll work closely with multiple teams to coordinate problem management, service transition, and change enablement, ensuring service management processes and best practices are consistently followed. You’ll also play a key role in root cause analysis, incident management, and driving continuous improvement across IT.

The team supports change events as they occur, so flexibility is important to ensure changes are delivered in line with agreed plans and governance processes. You’ll also be responsible for compiling service reviews and maintaining a strong understanding of the governance activities within the team.

• Conduct reviews of major incidents and out‑of‑hours incidents
• Manage and develop the Problem Management process
• Manage and improve processes related to Change and Release Enablement
• Support Service Transition activities
• Conduct service reviews with colleagues and stakeholders
• Drive process improvement initiatives across IT

• Strong written and verbal communication skills
• Excellent analytical and presentation skills
• Strong organisational skills with the ability to work across multi‑disciplinary teams

Apply now to play a key role in improving IT services and driving meaningful change.

We reserve the right to close this vacancy early should we receive a high volume of applications.