Senior Service Delivery Analyst

Job Overview

Senior Service Delivery Analyst – Permanent role based in Edinburgh. The position is part of Aegon Asset Management’s global IT Service Delivery function operating in an Agile environment. Hybrid working requires a minimum of three days per week in the office. Closing date: 11th June 2026.

Aegon Asset Management is a leading global investor advising on assets for a global client base of pension plans, public funds, insurance companies, banks, wealth managers, family offices and foundations. The organisation is committed to research‑driven active management, effective risk management and responsible investment.

• Lead supplier relationships, serving as the escalation point for issues and chairing review meetings when required.
• Oversee complex incidents from initiation to resolution, coordinating internal and external teams effectively.
• Support onboarding and transition of new services, ensuring clear communication and stakeholder engagement.
• Monitor supplier delivery quality and timeliness, including Enterprise Technology and key external partners.
• Manage service issues and disruptions, driving timely resolution, SLA adherence and root‑cause action, including out‑of‑hours support.
• Keep customer needs central, proactively managing expectations, deliverables and relationships.
• Deliver service management across incident, problem, change and request processes, with queue oversight and BAU demand.
• Ensure services, resources and service levels align with business and IT needs during agreed support hours.
• Manage hardware and software assets across their lifecycle to maintain control, compliance and cost efficiency.

• Strong knowledge of ITIL and IT Service Management practices across incident, problem, change and request processes.
• Experience with ITSM tooling, licensing and asset management.
• Proven stakeholder, communication and supplier management skills, with confidence to lead discussions, challenge constructively and manage expectations.
• Strong analytical and problem‑solving capability using service metrics and insights to identify trends, risks and improvement opportunities.
• Experience driving process improvement, standardisation and automation to enhance service consistency and customer outcomes.
• Ability to work across Agile and project delivery environments (including Waterfall/SAFe), balancing BAU and change activity.
• Good understanding of technology cost control, service consumption and asset lifecycle management, focusing on efficiency and value.
• Familiarity with estimating, planning and the Software Development Life Cycle (SDLC).
• Awareness of audit, risk, compliance and finance environments, with a disciplined approach to governance.
• Exposure to negotiation, delegation and analysis techniques.
• Working knowledge of tools such as Service Now.
• ITIL 4 or 5 Foundation preferred.

• Competitive salary, commensurate with experience.
• Non‑contributory pension ranging from 9% to 13%.
• Discretionary bonus based on personal and company performance.
• 27 days leave per year plus bank holidays (pro‑rated for part‑time).
• Private medical cover, life assurance and critical illness cover.
• Enhanced parental leave.
• Lifestyle benefits, including retail discount vouchers, cycle2work scheme, subsidised restaurant and online GP appointments.
• Flexibility for remote working where suitable.

Equal Opportunity

Employer:

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of race, sex, disability, religion/belief, sexual orientation or age. Aegon Asset Management is a global, active investment manager providing life insurance, pensions and asset management. You must confirm that you have the right to work in the UK. If we offer you a job and you accept, there are checks we will complete before you can start, including credit and criminal record checks and satisfactory references.

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