Service Delivery Analyst – ITIL – Walsall/Flexible

Website Crimson Limited

Service Delivery Analyst – ITIL – Walsall/Flexible

Service Delivery Analyst required for a leading company based in Walsall to be responsible for liaising between the IT department and the business areas within the company and manage the external contractual relationships which make up the IT service portfolio within the ITIL framework.

This role offers flexible working

Key Responsibilities

  • Develop and maintain internal relationships between business areas and the IT department to improve and maintain customer satisfaction levels.
  • Take ownership of the IT Service Catalogue and the IT Asset Registry while maintaining and improving the existing processes in place to manage licensing and contractual renewals alongside the Procurement and Finance teams.
  • Drive supplier governance through regular account reviews with external service providers ensuring adherence to established and contractual service level agreements.
  • Assist all teams within the IT Department to implement new services through procurement and service transition.
  • Work alongside project and program leads to ensure joint initiatives are set up for success and align with the corporate strategy.
  • Produce statistical, SLA and KPI reporting on a weekly, monthly and quarterly basis and provide ad-hoc reporting as required to ensure high levels of satisfaction continue to be attained from the IT service.

Key Skills

  • Extensive and demonstrable experience working for an IT Service provider.
  • Experience of managing both external supplier and customer relationships
  • ITIL ITSM qualification or extensive experience of the framework.
  • Excellent communication, presentation and interpersonal skills
  • Understanding of finance processes and experience of Open Accounts, Salesforce, JIRA or similar
  • The ability to prioritise workloads and actively seek out opportunities for self-development.
  • High levels of resilience and the ability to work under pressure, demonstrating sound organisational and planning skills
  • Strong team working skills
  • A desire to drive continual service improvement for the wider IT department.

Salary: £33,000 and £36,000 per annum plus excellent benefits.

How to apply

Send your up-to-date CV to Claire Ingram at Crimson for review.


Do you know anyone that might be interested in this role? Refer a friend for this role to earn £250 worth of vouchers.

Crimson is acting as an employment agency in regard to this vacancy.

To apply for this job please visit