Service Delivery Analyst (Web/Digital Marketing Portfolio) at Neem Consulting, London, 3 Months, £220 per day

£220 per day
  • Contract Spy
  • London, UK
  • Jan 11, 2021
up to 6 Months

Contract Description

This position will report to the Service Delivery Manager, Digital Marketing, based within IT, focusing on consumer-facing web sites. The role is based in Northwest UK Hub with possible travel to London (or London based, with travel to the Northwest).

The Service Delivery Analyst will carry out the following activities:

  • Provide extensive support to the Service Delivery Manager in the day to day delivery of Front End website support service.
  • Assist the Service Delivery Manager with Service Level Agreements & Operational Level Agreements (OLA) across all Front End Support suppliers.
  • Maintain and enhance relationships with the Marketing business partners, regional Geography IT leads, and Brand stakeholders in service provision.
  • Produce ad-hoc, weekly and monthly status reports to include key performance metrics across the platform and Suppliers
  • Work with IT Business Partners, Geography IT and Support Teams to help expedite and escalate the remediation of priority vulnerabilities
  • Work with IT Business Partners and Geography IT to build and maintain the catalogue of our Agencies
  • Assist the SDM in the service management platform transition
  • Provide service introduction walkthroughs of the Service Model to new brand sites
  • Assist with Service reporting
  • Maintain a relationship with Regional/Global Service Level Manager(s), including Service Review Meetings with the Service Delivery Manager.
  • Maintenance of the Service Catalogue and Service Descriptions for Support.
  • Assist the Service Delivery Manager in defining Customer Satisfaction Surveys and collating all feedback & highlight any service gaps.
  • Work with the Service Delivery Manager (SDM) to implement and manage Service Improvement Plans (SIP's) to mitigate the risk & close the Customer's service gaps.

Competencies required in this role

You will have 2-3 years relevant experience in a Team environment with proven capability to work independently and take the initiative within tight timescales.

  • Ability to prioritise and handle conflicting demands
  • Ability to use own judgment, make decisions and refer to management where appropriate
  • Strong interpersonal skills - diplomatic, tactful
  • Global mindset and recognition of different cultures
  • Extensive practical experience of Excel, PowerPoint, and database input/extractions
  • Attention to detail
  • Enthusiasm for working with and supporting others

Skills

  • ITIL Foundation desirable
  • Experience with the Service Now tool would be an added advantage
  • Appreciation of website development and support - Adobe web products would be an added advantage
  • Experience with process and governance documents
  • Understands Service Level Requirements and Service Level Agreements