Service Delivery Analyst

Location: Dublin

Service Delivery Analyst

Location:

Huntstown Power Station, Dublin

Contract:

Permanent Full Time

Working Hours:

39 hours, Monday to Friday Hybrid Working About Us Energia Group is a leading energy company in both RoI and NI, dedicated to decarbonising Ireland's energy system. Through three key units Renewables, Flexible Generation, and Customer Solutions (Energia in RoI, Power NI in NI) we offer advanced energy solutions. Were committed to driving Irelands renewable future and supporting local communities through initiatives like employee volunteering and community benefit funds.

Energia Group has invested €3bn in the Positive Energy programme, focusing on renewable energy projects such as wind, solar, battery storage, and green hydrogen. This initiative aims to add 2.6 GW of renewable capacity by 2030 to meet government targets and achieve Net Zero. Currently, we own and operate 360 MW of wind assets and purchase electricity from 1,190 MW of renewable capacity in Ireland.

We are progressing with further onshore windfarms, solar farms, hydrogen production and battery storage to help decarbonise the energy system. Our talented employees are our greatest asset, and we invest in their growth through Learning and Development programmes. We foster a safe, inclusive work environment, champion diversity, and are seeking people with positive energy to make an impact in their roles through a meaningful career with us.

About the Role The Service Delivery Analyst is responsible for overseeing the delivery and performance of outsourced and internal IT services across Energia Flex Gen. Reporting to the IT Operations Manager, the role acts as the primary point of contact for Managed Service Providers (MSPs) and other vendors, ensuring services are delivered in line with agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and business expectations.

The Service Delivery Lead is responsible for monitoring service performance, driving continual service improvement, producing reporting and dashboards, helping manage supplier relationships, and ensuring a high-quality end-user experience across all IT services. The role will work closely with IT/OT Operations, Group IT, business stakeholders, and third-party suppliers to ensure consistent, effective, and measurable service delivery. Responsibilities Day-to-day, here's what your new role would look like:
Manage day-to-day relationships with managed service providers and technology vendors. Act as the escalation point for outsourced service providers and internal stakeholders. Conduct regular service review meetings. Track contractual obligations and supplier performance. Ensure providers deliver services in accordance with agreed KPIs and SLAs. Support contract renewals, service reviews, and onboarding of new suppliers. Work closely with procurement and stakeholders to ensure vendor services remain aligned to business requirements.

Develop strong working relationships with key supplier contacts to promote service excellence and continual improvement. About You Key Criteria What Youll Need Proven experience in IT Service Delivery, with responsibility for maintaining and improving business critical IT services. Experience managing Managed Service Providers (MSPs) and third-party technology vendors, including service reviews, performance management, SLA governance, and ensuring compliance with cybersecurity and regulatory requirements.

Strong understanding of ITIL service management principles, including Incident, Request, Change, Problem, and Service Level Management processes. Experience developing and presenting service performance reporting, including KPI, SLA, and Power BI dashboard creation. Excellent stakeholder management, communication, and organisational skills, with the ability to coordinate across internal teams, suppliers, and business units to drive service improvements. Desirable Criteria These help decide between those who meet all the above key criteria: ITIL Foundation certification or higher, with a good understanding of IT Service Management best practices.

Power BI certification or experience developing dashboards and…