Role Overview
As a Service Delivery Analyst, you will support the operational delivery of the NHS Privacy Enhancing Technology (PET) platform. Your responsibilities include triaging support tickets, managing incidents, collaborating with stakeholders, and fulfilling service requests. You will work closely with internal teams and external clients to ensure service excellence and compliance with security standards.
Key Responsibilities
• Triage support tickets and assign priority based on SLA and impact
• Monitor ticket queues and ensure timely resolution or escalation
• Manage incidents from identification to resolution, including documentation and communication
• Participate in major incident response and After Action Reviews (AARs)
• Collaborate with internal teams (DevOps, SRE, Security, Product) and external clients to resolve service issues
• Maintain clear stakeholder communication throughout the ticket lifecycle
• Support onboarding of new services and transition into BAU support
• Fulfil service requests in line with procedures and SLAs
• Maintain and update service documentation, including support playbooks
• Contribute to continuous service improvement (CSI) and root cause analysis (RCA)
• Track and report on ticket metrics, SLA adherence, and service performance
• Assist in preparing materials for Service Review Meetings
• Ensure compliance with NHS Digital, NCSC, and internal security standards
• Maintain awareness of data protection requirements
• Participate in a 24x7 on-call rota for incident response and service continuity

Essential Skills & Experience
• Bachelor’s Degree in Computer Science, a related field, or equivalent experience (2-3 years)
• Experience in IT service management for products, ideally in SaaS or healthcare data environments
• Familiarity with ITIL processes (incident, problem, change management)
• Strong communication and stakeholder engagement skills
• Ability to manage competing priorities under pressure
• Proficiency with ticketing systems (e.g., Jira, ServiceNow)
• UK-based and eligible to work in the UK
• Willing and able to undergo DBS and UK Government Security Clearance

Desirable Skills
• ITIL v4 Foundation (or higher) certification preferred
• Comfortable working in a fast-paced, regulated environment
• Experience working in NHS or public sector environments
• Ability to contribute to service improvement initiatives

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