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IT Service Delivery Analyst

Purpose of Role

  • Ensure all faults, service requests and project requests are logged, assigned and given the correct priority.  Recognising where South Western Railway customer safety is or could become an issue and taking the appropriate action.
  • Ensure all calls personally assigned are resolved within the agreed Service Level Agreement.  This includes, ensuring our third party providers deliver to their Service Level Agreements and attending ‘Work In Progress' meetings to ensure services are delivered in a timely manner.
  • Ensure the Service Desk System is updated with call progress and activities.
  • Attend South Western Railway sites to fix IT faults and implement new technologies.
  • Maintain excellent communications and provide regular progress updates with other team members and IT customers.
  • Assist in resolving escalated calls and planning speedy resolutions for any telecoms calls that fall outside the Service Level Agreement.
  • Ensure effective Service Delivery processes and procedures are documented, implemented and followed in line with ITIL standards.
  • Ensure the IT procurement process is followed and liaise with the South Western Railway Procurement and Contract department as necessary to fulfil requests made.
  • Ensure the South Western Railway Finance processes are followed at all times, this includes raising orders.
  • Manage safety activities and take necessary action within own area of responsibility to ensure the safety of all staff.  This includes working in safety critical locations, near the railway and supervising others in or near these sites.
  • Make recommendations to the Senior IT Service Delivery Manager on improvements for the support activity and the quality of service provided.
  • Create and maintain IT records including user accounts, asset register, software inventory and support documentation.
  • Provide advice, guidance, costs and implementation of any requested services or projects.  This includes attending site and project meetings and conducting surveys.
  • Provide out of hours support on a rota basis.
  • Checks invoices to ensure goods received and invoice is correct but has no invoice sign off authority.
  • Ensure any franchise/committed obligations within area of responsibility are met.
  • Shared responsibility in finding ways to reduce expenditure and ensuring correct solution is identified so costs not incurred unnecessarily.


Person Specification

  • Able to demonstrate the ability to undertake the above responsibilities
  • Legally able to work in the country in which the position is based
  • A passion for technology
  • Experience of managing 3rd parties and 3rd party delivered services
  • Excellent written and verbal communication skills
  • Willingness to support and mentor junior staff
  • Excellent customer facing/customer service skills
  • Able to work under pressure and meet deadlines
  • Able to demonstrate a high degree of flexibility including shift and out of hours working
  • Excellent organisational skills
  • Able to manage sensitive and sometimes confidential information
  • Self-motivation and able to take responsibility
  • Able to manage and prioritise and tasks and time efficiently
  • Able to demonstrate initiative and a proactive approach to daily tasks
  • Possess excellent problem solving skills




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South Bank Central
30 Stamford Street, South Bank, London, England, SE1 9LS
  • Ref:
  • Company:
    South Western Railway
  • Website Skillset:
    All Other Roles
  • Contract Type:
    Permanent - Full Time
  • Full Time / Part Time:
    Full Time
  • Contracted Hours:
  • Location:
    South Bank Central
  • Closing Date:
    26 July 2019
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