Service Delivery Analyst

  • Job Reference: compass/401600/52125122/BU
  • Date Posted: 4 November 2021
  • Employer: Compass Group Plc
  • Website: https://www.compass-group.co.uk/
  • Location: Birmingham
  • Salary: £28,875
  • Bonus/Benefits: £28,875 Per Annum
  • Sector: I.T. & Communications
  • Job Type: Full Time

Job Description

Compass Group UK & Ireland is the world's leading Caterer, feeding multiple demographics in a variety of different business sectors in restaurants & coffee shops in some of the most prestigious locations in the UK & Ireland.  More than half of our revenue comes directly from consumers, making us a retail business the size of Greggs in the UK.

We currently have an exciting opportunity for a Service Delivery Analyst to support the compliant delivery of IT Services to our internal customers.  Focusing on knowledge management, the maintenance of our ITSM tool and supporting the business reporting packs.  The role will involve defining standards of knowledge documentation as well as being responsible for the ITSM toolsets and reporting.

What we'll give:
  • £28,000 depending on experience
  • Compass exclusive offers on PerksAtWork
  • Access to a wide range of programs to train and develop you
  • Pension contribution
More about the role:
  • Completion of end user guides and best working practices translating knowledge base articles into end using training guides.
  • Ensure all knowledge articles conform to the agreed standards for content, style and format
  • Maintenance of the knowledge repository and creation of knowledge schedule
  • Work with support teams (first, second and third line) to agree knowledge management activities
  • Governance and audit of the knowledgebase to ensure articles are reviewed to the defined schedule.
  • Review and approve of all knowledge articles entering the knowledgebase
  • Oversight of knowledge management processes and policies
  • Sys Admin maintenance and support for the ITSM toolsets, including upgrades
  • Small developments for the ITSM toolsets
  • Assists with the development, implementation and management of a configuration management database in the ITSM toolset
  • Updating of the CI (Configuration Items) db with Service Summary Sheets and other CI data as part of the transition into BAU service.
  • Ensure all modifications to existing CI's are captured via the CAB process and update within the CI database
  • Provide support to the rest of the Service Management team and the team manager when required.
  • Creation and maintenance of reporting packs
  • Assisting with other aspects of service delivery when required to include escalations and major incidents.
Who you are:
  • Excellent communicator to all levels both internally and externally
  • Ability to work on their own, to meet SLA's and drive out resolutions to problems.
  • Creative / Innovative problem solving including identifying additional sources of customer feedback
  • An organised working practice with a mature & calm approach
  • Excellent communication skills & attention to detail and ability to interact with Senior Management
  • Ability to write clear procedures and knowledge base articles
  • Dynamic and enthusiastic person who enjoys providing delightful customer experiences.
  • Projects a positive, friendly and professional persona at all times.
  • Ability to both work as part of a team, and to carry out duties with the minimum of supervision.
  • An individual who has a Can Do attitude and is results driven.
  • Demonstrates a desire to innovate and drive value based benefit to the business
  • Knowledge of reporting toolsets such as PowerBI would be advantageous
  • Knowledge of ITSM tool configuration such as Supportworks would be advantageous
Who we are:

As part of Compass, you have the opportunity to work behind the scenes at sports and leisure events, oilrigs and military bases, and in the heart of schools, hospitals, care homes, client offices and boardrooms - some 6,000+ locations across the UK and Ireland.

We do it all and so could you. Apply now and join the family!

We are an equal opportunity employer, we celebrate diversity and are committed to building an inclusive environment for all employees.

Please note that we reserve the right to remove this advert prior to the advertised date, dependent on the level of response received.  You are therefore advised to apply at your earliest convenience.