WHAT WE ARE LOOKING FOR We are currently recruiting for The Service Delivery Analyst. The role is within the RBSL Information Management & Technology (IM&T) department. IM&T support many IT Services that are delivered by managed service providers, vendors and the in-house IM&T team. With Rheinmetall owning the majority of the RBSL joint venture we also work closely with our Rheinmetall colleagues and we aim to move towards their IT strategy, this will open up a larger pool of colleagues to collaborate with over time. Successful candidate will be responsible for monitoring and analysing our service delivery processes to ensure optimal performance and customer satisfaction. The ideal candidate should have a strong analytical mind, excellent communication skills, and experience working in a service delivery role. Additionally, you need to be comfortable working in Military & Defence governed environment. Position Duties and Responsibilities Analyse service delivery data to identify trends and opportunities for improvement. Monitor service delivery metrics, such as customer satisfaction, response times, and resolution rates, and report on performance to management. Work with cross-functional teams to develop and implement service delivery improvements. Act as a liaison between service delivery and other departments to ensure a smooth and efficient flow of information. Identify potential service delivery issues and work with the appropriate teams to address them proactively. Develop and maintain service delivery policies and procedures to ensure consistency and compliance with company standards. Continuously evaluate and improve service delivery processes to meet or exceed customer expectations. Conduct regular audits of service delivery processes and procedures to ensure compliance with industry standards and regulations. Develop and deliver training programs to ensure all RBSL employees are knowledgeable about IM&T policies, procedures, and best practices. WHAT QUALIFICATIONS YOU SHOULD HAVE 2+ years of experience in a service delivery role, with a track record of driving improvements and delivering results. Experience in service transition activity. Strong analytical and problem-solving skills, with the ability to interpret complex data and identify trends and patterns. Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams. Solid understanding of service delivery processes and best practices, including incident management, problem management, and change management. Experience working with service management tools, such as ServiceNow Knowledge of ITIL or other service delivery frameworks. Ability to work on multiple tasks in parallel and work under pressure to meet deadlines. Strong attention to detail and a commitment to delivering high-quality work. Infrequent travel to other sites Due to the nature of the work you must be comfortable with us putting you through BPSS security checks