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Service Delivery Analyst

Glasgow, Scotland
£44195 - £50611 per annum
Closing date
15 Apr 2024

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Job Details

SSE has big ambitions to be a leading energy company in a low carbon world. Following our commitment to invest £20.5 billion in low carbon projects over the next 5 years, we have significant growth plans and are well on our way to achieving our ambition to build a world that's more sustainable and inclusive for you, your family, the community you live in and for generations to come.

Join us on our journey to net zero and help us power change.

Base Location: Glasgow, Aberdeen or Perth

Salary: £44,195 - £50,611 (depending on skills and experience) + a range of other benefits to support your family, finances and wellbeing.

Working Pattern: Permanent | Full Time | Flexible First options available

What is the Role?

Service Management within Transmission IT is a demanding yet rewarding proposition. With the Transmission Transformation Programme in full flight, the challenge is to balance the demands of programme and project activity against delivering a consistent and reliable business-as-usual operational service to our customers.

To help deliver the challenging objectives ahead of us, we are looking for a Service Delivery Analyst to join the team. This role is reporting into the OT Service Delivery Manager within Transmission IT.

Key responsibilities for this role will include:

- Manage operational escalations (incidents, requests) from Transmission customers through to their conclusion. Conduct trend analysis to identify root cause and implement improvement actions to mitigate issues moving forward.

- Provide analysis and reporting of OT/IT Services for the directorate service delivery function.

- Prepare service reports and communications that are tailored to different situations and audiences and will provide input into customer-facing service review meetings.

- Carry out in-depth analysis of OT/IT services to identify and document key issues of concern, operational risk and service improvements within the Transmission business.

- Actively support the delivery of continuous service improvements from internal, group and 3rd party IT providers in the Operational Technology environment.

What do I need?

To be considered for this role, we would love you to have:

- Experience from a similar service delivery management/support role in supporting business critical systems in medium/large organisations.

- Excellent time management skills as well as communication skills, both written and verbal.

- Ability to take ownership of escalations, problems and requests as well as the ability to work in a pressurised environment.

- Experience across a broad range of IT services and disciplines coupled with a good knowledge of ITSM and standards is also required.

- Good understanding and knowledge of Service Now toolset is advantageous.

About our Business

SSEN Transmission owns and operates the electricity transmission network in the north of Scotland, transporting energy from where it is generated to where it is needed, providing a safe and reliable supply of electricity to the communities it serves. Home to some of the UK's greatest resources of renewable energy, SSEN Transmission is playing a critical role in the transition to a low carbon future, developing, building, maintaining and operating a network for net zero.

SSE IT underpins the technology needs of all the different businesses that make up the SSE group.

From emerging technologies to data and analytics to cyber security - we power SSE's growth and enable it to generate value, while keeping it secure. As a trusted business partner that helps SSE lead in a low carbon world, we are proud of our service. Working for SSE IT is all about equipping SSE for now and the future.

Whats in it for you?

An excellent package with 34 days holiday entitlement, enhanced maternity/paternity leave, discounted healthcare, salary sacrifice car leasing and much more, view our full benefits package on our careers site.

As an equal opportunity employer we encourage diversity and are committed to creating an inclusive environment for all employees. We actively encourage applicants from all protected characteristics and commit to providing any reasonable adjustments required during the application, assessment and upon joining SSE. Search for 'Inclusion & Diversity at SSE' to find out more.

Next Steps

All applications should be submitted online, and I'll be back in touch after the vacancy closing date to let you know the outcome.

If you would like to discuss any working differently requirements or adjustments you may require throughout the recruitment and selection process, please contact Laura on 01738 341814.

Before commencing employment with SSE, you'll be required to fully complete our pre-employment screening process consisting of a basic criminal records and credit check.


We are driven by our purpose: to provide energy needed today while building a better world of energy for tomorrow.

We are a leading generator of renewable electricity and one of the largest electricity network companies in the UK.

We develop, own and operate low carbon infrastructure to support the zero-carbon transition.  This includes onshore and offshore wind, hydro power, electricity transmission and distribution grids, and efficient gas-fired generation, alongside providing energy products and services for businesses, and we have interests across Great Britain and Northern Ireland, Republic of Ireland, Japan, Spain, Portugal, Denmark and Poland.

Our twin focus of practicality and inspiration is a strategy that has seen us through more than 70 years.

We are UK listed, employing 10,000 talented and skilled people and are real Living Wage and Fair Tax Mark accredited.

Because we’re SSE, and we’re for a better world of energy – for everyone.


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