Service Delivery Analyst, Life Sciences
Are you passionate about delivering exceptional IT services that truly make a difference?
We’re seeking proactive and customer-focused IT Service Delivery Leads to support the implementation, delivery, and continuous improvement of our customer-facing IT Service Delivery and Management function.
In this key role, you’ll oversee the service delivery of a diverse portfolio of customer IT applications across multiple sites, ensuring alignment with defined Service Level Agreements. You’ll also take charge of incident escalations, driving swift and effective resolutions to critical issues. Based in Northampton, with the flexibility to support 8 site locations, this is your chance to be at the heart of innovation in a fast-paced Life Sciences environment.
Pay, benefits and more:
We’re looking to offer a salary of up to £60,000 per annum and 25 days annual leave (plus bank holidays). Your benefits package include a company sponsored pension scheme, private medical & dental insurance, a 24/7 online GP service, life assurance and a fully comprehensive employee assistance programme. You’ll also have access to our MyBenefits platform offering a variety of high street discounts, a cycle to work scheme, cashback cards, a saving scheme and much more!
What you’ll do on a typical day:
- Manage the service delivery of the portfolio of customer IT applications across all sites
- Manage incident escalations ensuring timely resolution of critical incidents
- Work closely with the customer’s SIAM partners to ensure effective delivery of service with external IT service providers and suppliers, ensuring they deliver services in accordance with contractual obligations
- Support regular meetings with customer and business leaders to review service performance and gather feedback for continuous improvement
- Serve as a subject matter expert in service delivery management
- Monitor and report on service performance metrics, identifying areas for improvement and implementing corrective actions as necessary
What you need to succeed at GXO:
- Experienced in delivering customer facing IT application services, preferably within a SIAM framework and/or logistics or manufacturing industries
- Strong communication, negotiation, and interpersonal skills
- Ability to build and maintain effective business, customer and supplier relationships
- Strong analytical and problem-solving skills, with a focus on delivering results
- ITIL v4 Certification
- Familiarity with various hardware technologies in use in warehouse and logistics environments
We engineer faster, smarter, leaner supply chains.
GXO is a leading provider of cutting-edge supply chain solutions to the most successful companies in the world. We help our customers manage their goods most efficiently using our technology and services. Our greatest strength is our global team – energetic, innovative people of all experience levels and talents who make GXO a great place to work.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. Review GXO's candidate privacy statement here.