Service Delivery Analyst

In Team Digital, we’re planning for a future where the technology solutions we co-create and design enable us to achieve our goal to protect our greatest natural resource and allow our customers, communities and the environment to thrive.  
As a team, our vision is to create an everyday digital experience for the people we serve - our customers - by putting them at the heart of everything we do. As part of our award-winning team you’ll help the business become an intelligent, connected organisation in order to deliver our digital transformation and turnaround... as part of the X team what role are they playing in making this happen. 

This position will contribute to the turnaround plan; working within the Digital Service department, analysing operational performance, trends and insights into improving the resolution of IT Incidents and the fulfilment of Service requests to improve the customer journey by delivering great Customer Service. This is a challenging position which requires you to help deliver the best next generation of services to our customers.

What you’ll be doing as a Service Delivery Analyst

• Recommending the best processes or delivery methods to use, including measuring, and evaluating outcomes.
• Able to help stakeholders to manage and visualise outcomes.
• Perform detailed business analysis, process redesign on multiple activities and develop project artefacts as required.
• Examine, communicate, whilst collaborating with our technical teams and key stakeholders.
• Support internal and external audits by gathering and/or coordinating deliverables for necessary evidence and review.
• Contribute to the continuous improvement. Helping lead the adoption of agile principles practices and cultural changes to improve how Thames Water delivers change across the organisation.

Base Location: Reading - Hybrid
Working Pattern: 36 hours

What you should bring to the role 
We want to bring together a team of brilliant tech minds with game changing ideas. We’re looking for people who will help us re-imagine the way we work and the way we get things done:  

• A truly digital mindset. Open to collaboration. Open to risk. Open to new ways of doing things
• Obsessed with data. Obsessed with excellence
• People who think and behave differently to the way we do. People who don’t want to just be another cog in the machine
• Extensive experience of business analysis, process definition and analysis
• Experience in a range of BA methodologies and techniques across both Agile and Waterfall deliveries 
• Confident dealing with stakeholders
• Broad understanding of business processes
• Proficient in the following disciplines: ITIL service and support frameworks, process improvement, stakeholder analysis, business proposals and cost management.
• Expertise in ServiceNow and its extensive modules

What’s in it for you? 
It’s an incredibly exciting time to join Team Digital, the best people to tell you why, are the people in our team. Take a look at the video below to find out what they think.  

https://www.youtube.com/watch?v=dHTW3Vj4j2U&list=PL37gUk7p48rqLEm-KEkgKuyDpLYsW5LH9&index=16 

• Competitive salary up to £50,000 per annum, depending on your level of experience
• Annual Leave - 26 days holiday per year increasing to 30 with the length of service (Plus bank holidays) 
• Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution
• Personal Medical Assessments – Open to all once a year
• Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.

Who are we? 
At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive. 
 
Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all. 
 
But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part? 

Working at Thames Water 
At Thames Water we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business. 

We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, background, and differences that each individual brings. 

Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process. 

Find out more about working at Thames Water. 

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way. 

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.