[Hiring] IT Service Delivery Analyst @Semata

Role Description

The IT Service Delivery Analyst provides business analysis and coordination across our client's infrastructure, network, security and vendor landscape — the technology that underpins the organisation rather than the applications it builds. This includes our client's growing SaaS estate, which makes up much of what staff interact with day to day, alongside oversight of their primary outsourced IT supplier's management of their Azure estate, machines, network and infrastructure.

You will support the ITSDM across vendor and SLA oversight, risk, change assurance, incident and SOC escalation, and reporting, with a strong focus on documentation and process ownership.

You will create and maintain all policy and process documentation, engage stakeholders on infrastructure and SaaS changes that require application regression testing or wider organisational input, and act as a named point of contact for vendor, network and security alerts across the organisation's full technology footprint — including their in-house volunteering platform and their Retail outlets, which depend on outsourced network and infrastructure providers rather than owned software.

You will play a central role, alongside the ITSDM and CTO, in taking the organisation through ISO27001 certification and maintaining it thereafter, driving the documentation, process and evidence work certification requires.

You will work closely with an engaged ISO27001 consultant for expert guidance — you are not expected to be an ISO27001 expert yourself.

This role calls for strong documentation discipline, confident stakeholder engagement, and reliable coordination across vendors and internal teams.

Qualifications

• Knowledge of vendor/supplier service management — SLAs, KPIs, escalation and review processes
• Understanding of SaaS platform concepts
• Familiarity with IT infrastructure and network fundamentals
• Knowledge of security operations (SOC) escalation processes
• Experience with risk identification and documentation practices
• Working knowledge of ISO27001 and information security management systems
• Understanding of application regression testing concepts

Requirements

• Business analysis for infrastructure, network, security and SaaS domains
• Vendor coordination and service-quality tracking
• Requirements specification support for vendor, network, infrastructure and SaaS changes
• Technical writing and documentation management
• Driving compliance/certification programmes forward in partnership with specialist consultants
• Stakeholder engagement across technical and non-technical audiences
• Risk and issue documentation
• Incident and escalation coordination, including SOC/security escalations
• Attention to detail, process discipline, and clear written and verbal communication

Benefits

• Support day-to-day oversight of technology suppliers
• Contribute vendor and SaaS service-quality data to regular service reviews
• Act as a named contact for P1 and SOC/security alerts from vendors
• Help identify risks to service continuity and quality
• Maintain visibility of SaaS renewals, licensing and configuration changes
• Create and maintain all IT policy and process documentation

Experience

• Business analysis in an infrastructure, network, security or SaaS operations context
• Supporting vendor or supplier management, including SLA/KPI tracking
• Producing and maintaining policy/process documentation in an IT or technical environment
• Contributing to or driving a compliance or certification programme (e.g. ISO27001, Cyber Essentials)
• Engaging stakeholders on infrastructure or SaaS changes
• Coordinating incidents, including SOC/security escalations
• Multi-site or multi-brand organisation experience (desirable)
• Several years (e.g. 5+) in IT service delivery or vendor/service management roles