Service Delivery Analyst

Hemel Hempstead, England, United Kingdom

Service Delivery Analyst

Location: Hemel Hempstead (Hybrid – 20% Office / 80% Remote)

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At Haven, we're on a mission to redefine the way technology solutions empower our business and customers. Our team is expanding, and we're looking for an experienced Service Delivery Analyst to join our dynamic environment. This is an exciting opportunity for someone passionate about driving technology forward, keen on making a significant impact within our fast-paced and innovative technology department.

Your Opportunity:

As a Service Delivery Analyst, you will be responsible for overseeing the delivery of technology services within Haven. This role involves managing the end-to-end process of providing technology solutions to meet the needs of internal or external clients. You will possess a combination of technical expertise, leadership skills, and a customer-focused mindset - all crucial for success in this role. You will play a pivotal role in ensuring that technology solutions meet business objectives and client expectations, steering our technology services towards excellence.

Key Responsibilities:

Ensure the effective and efficient delivery of technology services.

Monitor service performance and implement improvements as needed.

Oversee supplier implementation projects from initiation to completion.

Ensure 3rd party projects and service improvement initiatives are delivered on time, within scope, and on budget.

Establish and monitor SLAs to measure and guarantee service performance from key service providers.

Monitor and report on key performance indicators (KPIs) related to service delivery.

Provide insights and recommendations for improvement based on performance metrics

Manage the budget for technology service suppliers.

Identify opportunities for cost optimisation

Provide updates on project statuses, milestones, and any issues

Ensure that technology services comply with relevant regulations and standards.

Foster a culture of continuous improvement with suppliers

What We’d Like You to Bring

Essential Skills and Experience:

Possess a solid understanding of technology and IT infrastructure

Familiarity with a range of software, hardware, and networking solutions

Knowledge of IT service management (ITSM) frameworks, such as ITIL.

Understanding of budgeting and financial management principles

Proficient in project management methodologies.

Ability to manage contract budgets effectively and allocate resources efficiently

Ability to communicate technical information to non-technical stakeholders

Ability to identify and address complex issues in a timely manner

Skill in preparing reports and presentations

Skill in risk management and problem-solving

Experience in performance management and team development

Prior experience in a managerial or supervisory role

Experience of establishing and managing SLAs.

Strong leadership skills to guide and motivate teams, foster collaboration, and drive results.

Strong problem-solving skills to address complex issues in a timely manner

Desirable Qualities:

A broad understanding of Haven, from park to group operations.

Experience in managing service providers to complex organisations.

Excellent negotiation, conflict management, and contract management skills.

What’s In It For You?

- Holiday allowance that rises with service, plus a ‘Holiday Buy Scheme’

- Annual bonus

- 20% discount on both Haven and Warner Hotels holiday for you, family and friends

- Comprehensive wellbeing support

- Access to the Bourne Leisure corporate box at the O2 Arena ,London

- Exclusive discounts with corporate partners

- Exciting career pathways, including Learning and Development opportunities such as Apprenticeships and Degrees

- Enhanced family friendly policies and pay (eligibility criteria applied)

Who are we?

We’re part of an award-winning Bourne Leisure family, which includes Haven & Warner Hotels. We have 9,000 fantastic team members and 39 beautiful seaside locations and our HQ based in Hemel Hempstead.

What’s it like to work with us?

Working with us is ultimately defined by our exceptional people and teams. At Haven, we take pride in our Breath of Fresh Air culture, which focuses on valuing and supporting every team member. We prioritise openness and transparency in our interactions allowing our team members to be their authentic selves.

We operate a hybrid working model, meaning 50% of your working week will be spent at the office, occasionally on Park, or at external events.

What can you expect during the recruitment process?

The interview process will be up to 3 stages and may contain a presentation or skills test, depending on the role. If you require any support or reasonable adjustments to help you perform at your best during this process, please let us know.

Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part-time or a job-share.

We genuinely care about every candidate's experience during the recruitment process and are here to provide support where we can. If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us at [email protected].