IT Service Delivery Analyst

At Alzheimer’s Society, we are here for everyone affected by dementia. We provide help and hope to people living with dementia today, while campaigning to create lasting change for the future.

Technology plays a vital role in enabling our mission. As Service Delivery Analyst, you will join our Technology team and help ensure our digital services are reliable, effective and continuously improving - enabling colleagues across the Society to deliver the best possible support for the people we serve.

This is an exciting opportunity for someone who enjoys working at the heart of IT operations, combining service management, stakeholder engagement, problem-solving and continuous improvement. You will play a key role in helping colleagues access the technology they need by supporting day-to-day service delivery, improving service performance, and ensuring users receive timely, clear and effective support.

Working closely with colleagues, end users, technology teams and managed service providers (MSPs), you will help maintain high-quality IT services across the organisation. You will support incident and request management, maintain accurate service information, coordinate communications, contribute to change activities and identify opportunities to improve the user experience.

You will help ensure our services are delivered consistently, securely and in line with agreed standards, while building positive relationships and providing a responsive, compassionate service to colleagues across Alzheimer’s Society.

About you

• Experience working within an IT Service Management (ITSM) environment.
• Knowledge of ITIL principles, including Incident, Change, Request Fulfilment and Continual Service Improvement.
• Experience using ServiceNow or a similar ITSM platform.
• Strong attention to detail and experience maintaining accurate service records and data.
• Experience working with suppliers, vendors or managed service providers.
• Organisational skills and the ability to manage multiple priorities.
• Experience producing reports, dashboards or analysing service performance data.
• Ability to communicate clearly and confidently with stakeholders at all levels.
• A proactive approach to identifying problems and improving services.
• A customer-focused mindset and commitment to improving colleague experience.

Key Responsibilities:

• Support the management and progression of incidents, service requests, reasonable adjustments and purchasing requests through to resolution.
• Act as a point of escalation for user queries, ensuring issues are resolved quickly or directed to the appropriate teams.
• Maintain accurate and up-to-date records across ServiceNow, including incidents, requests, changes and configuration items.
• Assist with backlog management, prioritisation and service record housekeeping.
• Ensure service data remains reliable, complete and useful for reporting and decision-making.
• Support stakeholder updates and ensure colleagues understand service impacts and changes.
• Create user guidance and communications materials that are clear and accessible.
• Support service requests, purchasing activities and issue resolution across supplier boundaries.
• Produce and maintain service reports, dashboards and performance insights.

Interviews for this role have been provisionally scheduled to take place via MS Teams week commencing 20th July. 

Dementia is the UK's biggest killer. One in three people born in the UK today will develop dementia in their lifetime.

At Alzheimer's Society, we're the UK's leading dementia charity and the only one to tackle all aspects of dementia by giving help and hope to people living with dementia today and in the future. We give vital support to people facing the most frightening times of their lives, while also funding groundbreaking research and campaigning to make dementia the priority it should be.

Together with our supporters, we're working towards a world where dementia no longer devastates lives.

Our values make sure that our focus is clear for the challenges and opportunities ahead and remind us of what we all stand for.

Our commitment to Equity, Diversity, Inclusion & Belonging

We need to ensure the voices around our table better reflect and understand the communities we exist to serve. We strongly encourage individuals to apply who have a disability, impairment or health condition or individuals who identify as Black, Asian or from another minority ethnic background, as these groups are currently under-represented at Alzheimer's Society.  

We want everyone we work with, as a colleague, volunteer, supporter, or someone we support, to feel included and that they belong at Alzheimer's Society. 

Our Equity, Diversity and Inclusion Strategy here along with our internal employee forum and Employee Lived Experience network groups help us promote inclusion and belonging, becoming an engaged and inclusive organisation for all our people. 

Our hiring process

During your recruitment process we want to make sure that you bring your whole self and can be at your best. We are working hard to ensure our recruitment process is as inclusive as possible, so please do inform us of your experience and anything you think we could do better by completing our candidate survey when you apply.  Please also contact Alzheimer's Society Talent Acquisition Team via [email protected] for application support or any adjustments you might need.

To ensure fairness and consistency to select the best candidate for this role, all our applications are anonymised up until an interview has been confirmed. We recognise the benefits of AI, but if you're considering using it to submit your application, we encourage you to reflect on the value it truly adds. AI tools often lack the personal touch and authenticity that set candidates apart. We want to hear your unique perspective, experiences, and skills, so we encourage you to showcase them in your own voice.

We try to avoid closing roles early where possible, however if we receive a high volume of applications, we may close earlier than the advertised closing date. Should this occur, we will aim to provide you with at least 48 hours' notice.

We are committed to safer recruitment and ensuring the welfare of those we work with, due to the nature of some of our roles, we might need to carry out a Criminal Record Check at the relevant level. You can read more information via our Website.

Giving back to you

Our employees work hard every day to make a true difference in people's lives. We are proud to support them with a range of benefits, recognition and many options for working agilely, all contributing to a strong work life balance. We also have various learning programmes to support you in your development and help you grow to realise your potential and shape a career with Alzheimer's Society. 

You can also visit our Working for Us pages, which give you more information about what it's like to be an employee at the Society.