Service Delivery Analyst

We’re Kingfisher, A team made up of over 74,000 passionate people who bring Kingfisher - and all our other brands: B&Q, Screwfix, Brico Depot, Castorama and Koctas to life. Guided by our purpose Better Homes. Better Lives. For Everyone. We believe a better world starts with better homes, and we work every day to make that a reality. Join us and help shape the future of home improvement.

We have an exciting new opportunity for a Service Delivery Analyst to join us, to help ensure our IT services perform at their best by turning data into meaningful insights, supporting service excellence and driving continuous improvement that enhances the experience of our colleagues and customers. This is an opportunity to make a visible impact by helping services perform more effective and supporting the delivery of great outcomes across the business.

This role will be based out of our B&Q Head Office just outside Southampton, with an expectation of 12 days a month in the office. 

• 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. 

How We Work 
We believe in flexibility and balance. Our hybrid model blends home working for focus with time spent connecting and collaborating - whether in our offices or at offsite locations. On average, around 60% of your time will involve in-person collaboration.

We value the perspectives new team members bring and encourage you to apply - even if you don’t meet 100% of the requirements.

What We Offer 
An inclusive environment where your potential is limited only by your imagination. We encourage new ideas, support experimentation, and strive to create a workplace where everyone can be their best self. Find out more about Diversity & Inclusion at Kingfisher here.

We also offer a competitive benefits package and plenty of opportunities to stretch and grow your career. Scroll down below to find out more about our benefits.

Diversity & Inclusion 
Our customers come from all walks of life - and so do we. 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.

Interested? Great, apply now and help us to Power the Possible.

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