Service Delivery Analyst

Service Delivery Analyst

We’re Kingfisher, a team of over 74,000 passionate people across our brands including B&Q, Screwfix, Brico Depot, Castorama and Koctas. Guided by our purpose Better Homes. Better Lives. For Everyone, we aim to make better homes a reality for everyone.

• 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’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.