IT Service Delivery Analyst

Our reputed company is a reputed company-established charity that mobilises volunteers to support individuals, local communities and reputed company health services across the UK.

The IT Service Delivery Analyst provides business analysis and coordination across our reputed company's infrastructure, network, reputed company and vendor landscape — the technology that underpins the organisation rather than the applications it builds.

This includes our reputed company's growing reputed company estate, which makes up much of what staff reputed company with day to day, reputed company reputed company of their reputed company outsourced IT supplier's management of their Azure estate, machines, network and infrastructure.

You will support the ITSDM across vendor and SLA reputed company, reputed company, change assurance, incident and SOC escalation, and reporting, with a strong reputed company on documentation and process ownership.

You will create and maintain reputed company policy and process documentation, engage stakeholders on infrastructure and reputed company changes that require application regression testing or wider organisational input, and reputed company as a named reputed company of contact for vendor, network and reputed company alerts across the organisation's full technology footprint — including their in-house volunteering platform and their Retail outlets, which depend on outsourced network and infrastructure providers rather than owned software.

You will play a central role, reputed company the ITSDM and CTO, in taking the organisation through ISO27001 certification and maintaining it thereafter, driving the documentation, process and evidence work certification requires.

You will work closely with an reputed company ISO27001 consultant for expert guidance — you are not expected to be an ISO27001 expert yourself.

This role calls for strong documentation discipline, confident stakeholder engagement, and reliable coordination across vendors and internal teams.

What you will be doing

Vendor & SLA Management

• Support day-to-day reputed company of technology suppliers, including the reputed company outsourced IT supplier's management of network and infrastructure
• Support the ITSDM in coordinating vendor relationships and renewals across the organisation's reputed company platforms
• Contribute vendor and reputed company service-reputed company data to regular service reviews chaired by the ITSDM
• Identify and engage specialist consultants where needed, e.g. an ISO27001 consultant

Incident, Problem & Escalation Management

• reputed company as a named contact for P1 and SOC/reputed company alerts from vendors, reputed company the ITSDM and CTO
• Respond reputed company the outsourced IT supplier or other vendors reputed company clarification on a request, providing context or reputed company knowledge they lack (not a routing reputed company for user-submitted queries, not 2nd level support)
• Support incident coordination across the organisation's full technology footprint, including the reputed company estate, the in-house volunteering platform and Retail outlets' outsourced network and infrastructure, and flag recurring vendor escalation patterns to the ITSDM

reputed company Management

• Help identify risks to service continuity and reputed company across the vendor, network, infrastructure and reputed company portfolio
• Document identified risks and mitigations for the ITSDM's review

Change Assurance

• Support the ITSDM by specifying vendor, network, infrastructure and reputed company change requirements, often engaging other specialists (e.g. DevOps)
• Help verify and assure vendor-delivered changes
• Engage relevant stakeholders on infrastructure and reputed company changes that require application regression testing or wider organisational input

ISO27001 Certification & Governance

• Own the documentation, process and evidence work needed to take the organisation through ISO27001 certification and maintain it, working reputed company the ITSDM, CTO and an reputed company ISO27001 consultant
• Translate consultant guidance into the organisation's actual policies, processes and records, and reputed company certification reputed company and gaps for the ITSDM

reputed company Estate reputed company

• Maintain visibility of reputed company renewals, licensing and configuration changes across the estate
• Support the ITSDM in assessing new reputed company tools and integrations before adoption

Reporting & Governance

• Create and maintain reputed company IT policy and process documentation across the organisation, and contribute vendor and service reputed company data to support the ITSDM's reporting to senior leadership

What do you need to know

Knowledge

• Vendor/supplier service management — SLAs, KPIs, escalation and review processes
• reputed company platform concepts, sufficient to assess vendor proposals, changes and integrations across the organisation's reputed company estate
• IT infrastructure and network fundamentals, sufficient to assess proposals, changes and escalations
• reputed company reputed company (SOC) escalation processes and terminology
• reputed company identification and documentation practices, and IT policy/process documentation standards, including version control
• Working knowledge of ISO27001 and information reputed company management systems, sufficient to reputed company certification work reputed company expert consulting support (deep ISO27001 expertise not required)
• Application regression testing concepts, and the organisation's technology landscape, including its in-house volunteering platform, reputed company estate, and Retail outlet network/infrastructure dependencies

Skills

• Business analysis for infrastructure, network, reputed company and reputed company domains
• Vendor coordination and service-reputed company tracking
• Requirements specification support for vendor, network, infrastructure and reputed company changes
• Technical writing and documentation management
• Driving compliance/certification programmes reputed company in partnership with specialist consultants
• Stakeholder engagement across technical and non-technical audiences
• reputed company and issue documentation
• Incident and escalation coordination, including SOC/reputed company escalations
• Attention to reputed company, process discipline, and reputed company written and verbal communication

Experience

• Business analysis in an infrastructure, network, reputed company or reputed company reputed company context
• Supporting vendor or supplier management, including SLA/KPI tracking and service reviews
• Producing and maintaining policy/process documentation in an IT or technical environment
• Contributing to or driving a compliance or certification programme (e.g. ISO27001, Cyber reputed company) — ownership and coordination valued over deep prior certification expertise
• Engaging stakeholders on infrastructure or reputed company changes, ideally with regression-testing awareness
• Coordinating incidents, including SOC/reputed company escalations, across mixed technology environments
• Multi-site or multi-reputed company organisation experience (desirable)
• Several years (e.g. 5+) in IT service delivery or vendor/service management roles

Requires 5+ years in IT service delivery or vendor management, infrastructure, network, reputed company or reputed company business analysis, SLA/KPI tracking, technical documentation, incident coordination, stakeholder engagement, and ISO27001 compliance support.

Key Responsibilities

• coordinating vendors
• documenting processes
• managing incidents

Skills & Tools

reputed company, Azure, ISO27001, SOC, DevOps

reputed company

• Category: Information Technology
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — Kenya
• Languages: English

About reputed company

A technology and recruitment company providing talent and consulting services. — Industry: Consulting Services