IT Service Delivery Analyst

Our client is a well-established charity that mobilises volunteers to support individuals, local communities and public health services across the UK.

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.

What you will be doing

Vendor & SLA Management

• Support day-to-day oversight of technology suppliers, including the primary outsourced IT supplier's management of network and infrastructure
• Support the ITSDM in coordinating vendor relationships and renewals across the organisation's SaaS platforms
• Contribute vendor and SaaS service-quality data to regular service reviews chaired by the ITSDM
• Identify and engage specialist consultants where needed, e.g. an ISO27001 consultant

Incident, Problem & Escalation Management

• Act as a named contact for P1 and SOC/security alerts from vendors, alongside the ITSDM and CTO
• Respond when the outsourced IT supplier or other vendors seek clarification on a request, providing context or system knowledge they lack (not a routing point for user-submitted queries, not 2nd level support)
• Support incident coordination across the organisation's full technology footprint, including the SaaS estate, the in-house volunteering platform and Retail outlets' outsourced network and infrastructure, and flag recurring vendor escalation patterns to the ITSDM

Risk Management

• Help identify risks to service continuity and quality across the vendor, network, infrastructure and SaaS portfolio
• Document identified risks and mitigations for the ITSDM's review

Change Assurance

• Support the ITSDM by specifying vendor, network, infrastructure and SaaS change requirements, often engaging other specialists (e.g. DevOps)
• Help verify and assure vendor-delivered changes
• Engage relevant stakeholders on infrastructure and SaaS changes that require application regression testing or wider organisational input

ISO27001 Certification & Governance

• Own the documentation, process and evidence work needed to take the organisation through ISO27001 certification and maintain it, working alongside the ITSDM, CTO and an engaged ISO27001 consultant
• Translate consultant guidance into the organisation's actual policies, processes and records, and track certification progress and gaps for the ITSDM

SaaS Estate Oversight

• Maintain visibility of SaaS renewals, licensing and configuration changes across the estate
• Support the ITSDM in assessing new SaaS tools and integrations before adoption

Reporting & Governance

• Create and maintain all IT policy and process documentation across the organisation, and contribute vendor and service quality data to support the ITSDM's reporting to senior leadership

What do you need to know

Knowledge

• Vendor/supplier service management — SLAs, KPIs, escalation and review processes
• SaaS platform concepts, sufficient to assess vendor proposals, changes and integrations across the organisation's SaaS estate
• IT infrastructure and network fundamentals, sufficient to assess proposals, changes and escalations
• Security operations (SOC) escalation processes and terminology
• Risk identification and documentation practices, and IT policy/process documentation standards, including version control
• Working knowledge of ISO27001 and information security management systems, sufficient to drive certification work alongside expert consulting support (deep ISO27001 expertise not required)
• Application regression testing concepts, and the organisation's technology landscape, including its in-house volunteering platform, SaaS estate, and Retail outlet network/infrastructure dependencies

Skills

• 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

Experience

• Business analysis in an infrastructure, network, security or SaaS operations context
• Supporting vendor or supplier management, including SLA/KPI tracking and service reviews
• 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) — ownership and coordination valued over deep prior certification expertise
• Engaging stakeholders on infrastructure or SaaS changes, ideally with regression-testing awareness
• Coordinating incidents, including SOC/security escalations, across mixed technology environments
• Multi-site or multi-brand organisation experience (desirable)
• Several years (e.g. 5+) in IT service delivery or vendor/service management roles