Senior Service Delivery Analyst - Aegon AM

Responsibilities

• Lead day-to-day Service Delivery, ensuring stable, continuous IT services aligned to business priorities and agreed service levels.
• Owning incident, request, change and problem management processes, driving timely resolution, effective escalation, governance and auditability.
• Oversee service, asset, software license and infrastructure lifecycle management, including provisioning, optimization, renewals, decommissioning, compliance and cost control.
• Monitor service performance and operational metrics, identifying trends, risks, inefficiencies and improvement opportunities to strengthen resilience and service quality.
• Maintain accurate documentation, knowledge articles and configuration management records, ensuring the CMDB reflects current services, assets and relationships.
• Support audit, regulatory and control activities by ensuring evidence, processes and operational practices meet organizational standards.
• Act as a key liaison between business users, IT teams, suppliers and partners, managing communication, expectations and operational delivery performance.
• Take on other reasonable duties assigned by your manager, in line with the role.

Knowledge, Skill And Competencies

• Strong ITIL and ITSM knowledge, applied pragmatically across incident, problem, change, request and configuration management.
• Confident stakeholder, supplier and communication skills, with the ability to lead service discussions, challenge constructively and manage expectations.
• Strong analytical capability, using service metrics, management information and diagnostics to identify risks, trends, capacity concerns and improvement opportunities.
• Experience improving, standardizing and automating processes to enhance service consistency, operational stability and customer outcomes.
• Able to balance business-as-usual priorities with Agile/project delivery, escalating risks and issues appropriately.
• Good understanding of technology cost control, service consumption, asset lifecycle management, audit, risk and regulatory obligations.

Required Qualifications

• Solid background and experience in IT service delivery (typically five or more years).
• Expertise in ITIL configuration management, ITIL practices, and ITSM tooling.
• Proficient in change management methodology (Waterfall and Agile) SAFe, software development lifecycle (SDLC), analysis, and design.
• Project management, negotiation and delegation skills.
• Strong customer focus.
• Excellent oral and written communication skills.