Service Delivery Analyst

Competitive Salary

BGL Group

Open to Flexibility
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BGL Insurance’s Business Technology division are currently recruiting for a Service Delivery Analyst to join their busy and dedicated Tech Ops department.

As a Service Delivery Analyst, you will play an important role in ensuring that our IT systems run smoothly. Working with our internal resolver teams and external suppliers, you will ensure that any live issues and vulnerabilities are investigated and resolved.  You will be a strong communicator so will act as a key contact for those issues, ensuring that stakeholders are kept informed of progress.

You will develop, monitor and report on Key Performance Indicators of our systems.  Using your analytical mindset, you will provide additional knowledge and insight into those indicators, highlighting trends and areas for additional investigation.

You will also use your knowledge and experience to contribute and drive continuous improvement of processes to increase their maturity and service levels to customers. 

This role is based in Peterborough or Sunderland and is a full-time permanent position.

Key Responsibilities Include:

  • Identify and analyse live issues and incidents, ensuring appropriate resource is assigned to resolve in a timely manner
  • Manage stakeholders effectively by acting as key point of contact for issues and incidents
  • Support the management of the system vulnerability backlog
  • Develop, maintain and monitor performance metrics, providing additional knowledge and insight
  • Identify and drive operational process improvements
  • Assist with the management of 3rd party suppliers to ensure that service levels are met

What will it take?

  • Analytical mindset
  • Ability to master new skills quickly
  • Problem-solving and data-driven analysis skills
  • Experience of coordinating & managing operational processes
  • Experience designing and creating metrics and monitoring
  • Strong communication; capable of managing multiple priorities
  • Experience of working in IT Operations
  • Experience of Service Management practices such as Incident Management, Change Management and Supplier Management
  • ITIL certification is desirable but not essential

About Us
Founded in 1992, the BGL Group has grown significantly in size and capability. From 30 to 3,000 people, we are a leading digital distributor of insurance and household financial services. We have reached 9.5 million customers through brands including,, Beagle Street, Budget Insurance & Dial Direct. We make a difference for our customers, colleagues and communities by working, growing and winning together. We enjoy what we do and have fun doing it!
Diversity and Inclusion
We're a diverse community of dedicated, innovative and talented professionals. With an inclusive and open workplace, we encourage our people to create and share ideas – supporting our growth and celebrating our uniqueness.

Flexible working
We understand the importance of achieving a healthy lifestyle balance, BGL Insurance have a hybrid approach to working between the office and remote working. Our offices are situated in Peterborough and Sunderland. We have an environment where people are empowered to embrace flexible working in a way that works for them and for the business.


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