Oliver James are partnered with an innovative healthcare organisation committed to delivering exceptional patient care supported by robust and reliable IT services. We are currently seeking an experienced Service Delivery Analyst to join their growing IT department and play a key role in ensuring the seamless delivery of IT services across the organisation.
About the Role:
This is an excellent opportunity for an experienced Service Delivery Analyst who has a strong background in healthcare IT environments, such as the NHS or private health services. The successful candidate will report directly to the Head of IT and will be instrumental in managing and improving IT service performance, ensuring alignment with Service Level Agreements (SLAs), and supporting a user base that depends on consistent, high-quality digital services.
Working within a highly regulated and fast-paced healthcare environment, this role will require someone with strong technical service management expertise but also a clear understanding of the unique demands and pressures of delivering IT services in a clinical or patient-focused setting.
Key Responsibilities:
Monitor IT services against agreed SLAs and KPIs, producing reports that identify trends, gaps, and improvement opportunities.
Manage service-related incidents and escalations, coordinating with technical teams to ensure swift resolution and minimal disruption to users.
Lead and support continuous service improvement initiatives within the IT department.
Play a key role in change management processes, ensuring minimal disruption to clinical operations.
Liaise with clinical and non-clinical stakeholders to ensure IT service delivery aligns with operational needs.
Identify and manage service risks and escalate critical issues to senior leadership when required.
Candidate Requirements:
Demonstrable experience in an IT service delivery or service management role, ideally within a healthcare setting (NHS or private health services highly desirable).
A working understanding of ITIL frameworks and principles.
Strong communication and stakeholder engagement skills, particularly within operational or clinical environments.
Experience managing incidents, reporting on performance, and driving service improvements.
The ability to work onsite in Birmingham.
Why This Role?
This is a pivotal role in a healthcare organisation where technology plays a vital role in enabling patient care and clinical excellence. The successful candidate will have the opportunity to make a meaningful impact in a sector where the reliability of IT services is critical to day-to-day operations and patient outcomes.
If you are an experienced Service Delivery Analyst with a strong understanding of healthcare IT environments and a drive to make a difference, we'd love to hear from you!
