Service Delivery Analyst

National Grid (https:\\


  Full Time   Employee

United States

About the Position:

to provide support and advice to those involved in themanagement of IS services, particularly decision support based upon analysis ofdata and information. to lead andexecute tasks within allocated area of responsibility. to take responsibility for outcomes whereassigned.
Position Responsibilities (including but not limited to):
The role will be responsible for a varietyof tasks that will change from time to time. At times it will operate underdirection and at other times expected to operate autonomously. Typical tasks will include:
Performance management of major IS servicedelivery suppliers by validating and managing SLA?s and KPI?s and identifyingareas for performance improvements
Analysing data and information and taking /recommending decisions based upon fact (using Excel primarily or relationaldatabases like Access etc)
Being able to provide conclusions from datain a succinct manner (using PowerPoint for example)
Be able to use toolsets within ITSM toobtain data needed for analysis etc.
Working with customers and suppliers (bothinternal and external) to resolve issues, mitigate risks and realiseopportunities.
Undertaking research and presenting findingsin a manner appropriate to the audience.
Planning and executing activities within theassigned Service Delivery department.
Providing general support to seniorcolleagues on specific initiatives.
Leading multi-function and supplier teams tosuccessful conclusion on specific performance improvement initiatives.
Proactively looking for trends to identifyopportunities as well as issues.
Knowledge & Experience Required:
Educated to degree level ina relevant discipline or, an equivalent combination of education,training, and experience.
Previous role experiencesupporting the Delivery of IS services to advanced level.
Previous role experience ofthe analysis of performance data and providing decision support to leaders inan IS Service Delivery environment.
Relevant industrycertification (e.g. ITIL v3) desirable.
Specific experience of oneor more of the following areas would be an advantage: Working closely withcustomers on issue resolution; Taking an active role in supplier management,participating in Incident Management, Problem Management, Continuous ServiceImprovement teams and processes;
Communicate well to all levels within theinternal and suppliers? organisations

Thisposition is one of National Grid?s career path roles which provide forpromotional opportunities within and across salary bands as you develop andevolve in the position by gaining experience, expertise and acquiring andapplying technical skills.
National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.
:Information Services
Primary Location
:IS Service Delivery
Job Posting
:Sep 14, 2017, 4:25:08 PM
Unposting Date
:Oct 30, 2017, 3:59:00 AM


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