IT Service Delivery Analyst

IT Service Delivery Analyst | Hybrid | North West England | £45,000-£50,000

SR2 are supporting a dynamic digital-first organisation seeking a proactive, solutions-focused technical expert. If you enjoy tackling complex issues and driving real improvements across IT services, this is a standout opportunity. You'll join a forward-thinking environment where technology is central, innovation is encouraged, and your expertise truly shapes how services evolve.

As a IT Service Delivery Analyst, you'll act as the senior escalation point for complex technical challenges, lead service improvement initiatives, enhance internal toolsets, and ensure a seamless user experience. You'll also support and mentor junior colleagues, helping strengthen capability across the wider team.

What you'll be doing

• Acting as the senior escalation point for complex incidents
• Leading end-to-end service improvement initiatives
• Monitoring service performance and recommending enhancements
• Supporting post-incident reviews and delivering actions
• Administering and improving Jira, automation workflows, and cloud tools
• Supporting collaboration and telephony platform improvements
• Working closely with internal teams and technology partners
• Maintaining accurate technical documentation
• Mentoring junior engineers and promoting shared learning

What you'll bring

• Strong background in 3rd line support or senior IT escalation
• Hands-on Jira administration experience
• Excellent troubleshooting and incident/problem management skills
• Confident communication across technical and non-technical teams
• Knowledge of Microsoft 365 and core security practices
• ITIL experience or certification (bonus)
• A collaborative, positive mindset and interest in improving team culture

Why you'll love this role

You'll join an ambitious digital organisation investing heavily in its tech landscape and its people. Expect trust, autonomy, and a genuinely supportive culture where teamwork, personality, and collaboration matter. You'll be part of a motivated environment with great opportunities to grow, share knowledge, and influence how services are delivered.

Alongside a competitive £45K-£50K salary, you'll receive hybrid working, private healthcare, enhanced annual leave, pension contributions, wellbeing support, and more.

If you're ready to take the next step in your career, apply today!