Service Delivery Analyst

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‘Service Delivery Analyst’ wanted for Fast growing Technology Support Services business in the City

DSP offers award winning IT Consultancy and Database Managed Services for Oracle, Microsoft SQL Server and Cloud, including Azure.DSP’s mission is to be at the forefront of how databases are managed using its ‘Continuous Maintenance’ vision which embraces automation, devops and Cloud.

DSP’s consultants offer expert help with formulating strategy, quantifying business benefits, identifying opportunities and implementing solutions that best meet customer requirements using the Microsoft or Oracle Solution Stack.

You will report directly to the Service Delivery Manager and be the first point of contact for our customers incidents and problems, this role is critical to our company as we always look to deliver exceptional customer service.

Role & Responsibilities

Main Purpose of Role:

  • Provide 1st line support to customers.
  • Help ensure an exceptional level of customer service
  • Fix and resolve issues and Queries where possible
  • Raise monitoring alarms from customer systems via our industry leading monitoring software
  • Work with the 2nd and 3rd line teams, to seek advice and solutions or to escalate bigger problems.
  • Ensure timely resolution of requests in line with agreed SLAs
  • Escalation of requests/issues where necessary

Key Success Criteria

  • A well-organised, hard-working, self-motivated team member.
  • Friendly, personable and empathic
  • Ideally a background in technology via study or previous roles, experience of databases such as SQL and Oracle would be an advantage
  • Confident and able to build internal and external customer relationships.
  • An excellent communicator
  • Able to receive and work on constructive advice and feedback
  • Logical thinker
  • Results driven, taking pride in achieving objectives
  • Able to work effectively to ensure customer satisfaction within agreed timelines.
  • Desire to work with clients, either remotely or face-face.
  • Flexible with weekly changes in shift patterns


  • At least 1 year of experience in a service delivery role is essential. Working with external customers and / or database technology would be advantageous
  • Experience working with ITIL or an understanding of the framework
  • Experience of service desk functions including SLA management
  • Proven ability to manage large volume activities, across multiple work streams
  • Proven track record with another managed services company would be preferable but not essential

Personal Attributes

  • Organisational Skills
  • Customer focused attitude
  • Drive and determination to get the job done correctly

DSP values above all openness, excellence, reliability

Location / Special Requirements

  • Based in our London office

This job description is not to be regarded as exclusive or exhaustive. It is intended as an outline indicating of the areas of activity and may be amended from time to time in the light of the changing needs of the organisation.


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