Job Description

Role Overview
The Operational Analyst plays a critical role in supporting IT Service Management (ITSM) operations and service delivery governance. This role is responsible for monitoring operational performance, analysing data, and driving continuous improvement to ensure that service delivery meets contractual commitments, governance requirements, and organizational objectives.

Key Responsibilities

1. ITSM Operations Monitoring & Reporting
• Monitor key ITSM processes (Incident, Change, Problem, Request) against SLAs/OLAs.
• Build, maintain, and distribute Service Delivery Assurance reports and dashboards.
• Analyse SLA breaches, trends, and recurring issues to support proactive problem resolution.
• Quality gate assurance analyst for EBG Client Service Delivery
• Commercial and non-commercial analysis, where required, is undertaken within the Service Delivery team across the four pillars: Projec...