Senior Service Delivery Analyst (HQ's Chelmsford /Kent - Home Based Agile Worker)

IT Services is a large IT department servicing Essex Police and Kent Police across all forms of technology platforms, systems and services. We are dedicated to keeping policing agile, efficient, using cutting edge technology to support our operations and importantly secure. We have invested heavily in our infrastructure over the last 6 years and with technology as a major step change driver, there is a healthy investment programme going forward.

We are seeking a Senior Service Delivery Analyst; responsible for Supplier and Contract Management.

As the Senior Service Delivery Analyst, you will form part of our Service Delivery Management Team who work across the department and play a crucial role in the day to day operations and effectiveness of our support services, our critical incident coordination, change programme, problem identification & problem handling, our complex suppliers (issues around service availability, accessibility, payment profile, technical assurance, criticality of service, complexity in engagement) and most importantly, oversight of the Force(s) IT contracts; their timely & competitive renewal; providing legal compliancy and value for money.

Responsibilities:

• Manage a portfolio of IT suppliers, ensuring services are delivered in line with agreed SLAs, KPIs and contractual obligations.
• Monitor and analyse supplier performance, service trends and incidents, taking action to address underperformance and drive improvement.
• Lead and facilitate regular supplier service review meetings, producing performance reports and tracking actions through to completion.
• Maintain accurate records of contracts, supplier details and service information within the service management tool (e.g. Hornbill).
• Oversee a portfolio of contract renewals, extensions and terminations, ensuring continuity of service.
• Work closely with Procurement, Finance and business stakeholders to ensure contracts are compliant, deliver value for money and follow appropriate routes to market.
• Raise and manage purchase orders, ensuring invoices and payments are processed accurately.
• Drive continuous service improvement by identifying trends, lessons learned and opportunities to optimise supplier performance.

Qualifications:

• Experience of supplier and contract management.
• Ability to analyse and interpret service performance data.
• Stakeholder engagement and communication skills both internal and external.
• Understanding of general ITIL processes.
• Experience working within a regulated or public sector environment.
• Understanding of procurement processes.

Where you'll fit in:

The Senior Service Delivery Analyst sits within the Service Delivery section and reports to the Service Delivery and Supplier Management Team Leader. This is our core Support / Operations arm of IT and provides 1st and 2nd line support across all sections of IT delivery.

Our IT Department has a wide and varied range of responsibilities from 1st line service desk, 2nd line technical support to 3rd line specialist technical architect/design. IT are also responsible for IT Security management, Service Management, Business Support and Project Management that maintain and continuously improve critical services, software, platforms, and hardware required throughout the full IT lifecycle. This underpins the delivery of secure and timely 24/7 operations for approximately 13,000 users across 130+ geographical locations supporting over 14,000 computers including hosted datacentres together with the underlying network, physical and virtual (including cloud services) IT infrastructure.

The role is suitable for part time / job share workers.

Benefits Include:

• Training and professional development opportunities
• 25 days Annual Leave increasing to 28 days after 5 years employment.
• Flexible working dependant of duties
• On site fitness centre and canteen (location dependent)
• Collaborative and supportive work environment.
• Cycle to work scheme.
• Wellness programmes
• Blue light Discount Card
• Opportunity to make a meaningful contribution to public safety and community well being.

Kent Police and Essex Police welcomes applications regardless of age, disability, gender reassignment, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sexual orientation, sex, or employment status.

Essex Police is a Disability Confident Leader, we:

• Have subjected our Disability Confident self assessment to external challenge and validation.
• Are taking an active leadership role in encouraging and helping other employers on their journey to becoming Disability Confident.

Diversity, Equality and Inclusion are central to the values of our organisation. At Essex Police we value and embrace the unique experiences, identities and abilities that each of us bring to our roles. We strive to empower everyone to bring their authentic self openly and safely to work.

Through the dedicated commitment of our support networks, DE&I team and wider HR departments, we are on a journey to embed our DE&I commitments, ensuring Essex Police is an employer of choice; where everyone feels included.

Essex Police and Kent Police are an equal opportunities employer. Communications may be recorded for monitoring purposes.