Service Management Analyst

Location: Plymouth, Hybrid – expectation of 2 office days per week

Employment Type: Full Time, Permanent – 37 hours per week

Salary: Up to £35,000 p.a. (depending on experience)

Delt is recruiting for a new role within our Service Management Office, and we’re looking for someone who genuinely cares about doing IT service management properly.

This position sits at the heart of how we govern, improve and embed ITIL-aligned practices across Delt. Your role will begin with an initial focus on growing your understanding of all the processes that sit within our SMO, particularly those with a high demand, before progressing into broader service management activities as your experience develops.

If you’re process-minded, service-focused, a confident communicator, and you enjoy working with teams to make things actually happen, this could be right up your street.

What you’ll be doing

You’ll work closely with service owners, technical teams and stakeholders across Delt, providing guidance, governance and hands-on support across ITIL practices, including:

Change Management

• Managing and governing the end-to-end change lifecycle to minimise risk
• Owning and maintaining:
• Requests for Change (RFCs)
• Forward Schedule of Change
• Change records and approvals
• Post-Implementation Reviews
• Supporting the identification of root causes and preventing repeat incidents
• Managing:
• Known Error Database (KEDB)
• Workarounds and resolution reporting

Asset & Configuration Management

• Maintaining accurate, reliable service data including:
• CMDB
• Asset registers
• Configuration baselines
• Audit and compliance reporting

Knowledge Management

• Ensuring knowledge is captured, accessible and genuinely useful
• Supporting self-service through:
• Knowledge articles
• Knowledge base management
• Usage and effectiveness metrics

Service Validation

• Working with service owners to ensure new or changed services are ready to go live
• Supporting:
• Service Acceptance Criteria
• Test plans and results
• Service acceptance records and documentation

This is a varied role, and you’ll be expected to be flexible - capturing actions, following them through, and working collaboratively to keep service management moving forward.

What we’re looking for

• Experience working within an ITIL-aligned service management environment
• ITIL v3 or v4 Foundation level knowledge (qualified preferred, but demonstrable experience is absolutely fine)
• Strong process focus, with the confidence to follow governance and improve it where needed
• Excellent communication skills - written, verbal and stakeholder-facing
• A relationship-focused mindset and the ability to work calmly with multiple teams
• Strong organisational skills and the ability to manage competing priorities
• Someone who actively lives Delt’s values, especially collaboration, transparency and continuous improvement, and brings a positive, service-focused approach to everything they do.
• Confidence influencing others and ensuring actions don’t just get logged - they get done
• Working knowledge of Service Now, including reporting and data analysis would be highly desirable
• Awareness of IT infrastructure and how services are delivered end-to-end

Why Delt?

At Delt, we deliver critical IT and business support services that help our partners - including local authorities, the NHS, and schools - do what they do best. We are purpose-driven, people-centred, and proud of the impact we make.

Benefits include;

• Generous holiday allowance of 25 days plus bank holidays
• Up to 12 Flex Leave days a year
• Matched contribution pension scheme up to 10% of salary
• Opportunities to buy and sell leave
• Employee shopping savings portal

Final date to receive applications: Applications will be reviewed on a rolling basis. Please apply early to avoid disappointment.