Our Support Centre is in Hemel Hempstead Herts we operate a hybrid working model and have 700 amazing team members across our support centre.

1 Park Lane, Hemel Hempstead, Herts HP2 4YL GBR

Job Details

Service Delivery Analyst
Location: Hemel Hempstead (Hybrid – 20% Office
/ 80% Remote)

At Haven, we’re on a mission to redefine the
way technology solutions empower our business and customers. Our team is
expanding, and we’re looking for an experienced Service Delivery Analyst to
join our dynamic environment. This is an exciting opportunity for someone
passionate about driving technology forward, keen on making a significant
impact within our fast-paced and innovative technology department.

Your Opportunity:
As a
Service Delivery Analyst, you will be responsible for overseeing the delivery
of technology services within Haven. This role involves managing the end-to-end
process of providing technology solutions to meet the needs of internal or
external clients. You will possess a combination of technical expertise,
leadership skills, and a customer-focused mindset – all crucial for success in
this role. You will play a pivotal role in ensuring that technology solutions
meet business objectives and client expectations, steering
our technology services towards excellence.

Key Responsibilities:
Ensure the effective and efficient delivery of technology services.
Monitor service performance and implement improvements as needed.
Oversee supplier implementation projects from initiation to completion.
Ensure 3rd party projects and service improvement initiatives are delivered on time, within scope, and on budget.
Establish and monitor SLAs to measure and guarantee service performance from key service providers.
Monitor and report on key performance indicators (KPIs) related to service delivery.
Provide insights and recommendations for improvement based on performance metrics
Manage the budget for technology service suppliers.
Identify opportunities for cost optimisation
Provide updates on project statuses, milestones, and any issues
Ensure that technology services comply with relevant regulations and standards.
Foster a culture of continuous improvement with suppliers

What We’d Like You to Bring
Essential Skills and Experience:

Possess a solid understanding of technology and IT infrastructure
Familiarity with a range of software, hardware, and networking solutions
Knowledge of IT service management (ITSM) frameworks, such as ITIL.
Understanding of budgeting and financial management principles
Proficient in project management methodologies.
Ability to manage contract budgets effectively and allocate resources efficiently
Ability to communicate technical information to non-technical stakeholders
Ability to identify and address complex issues in a timely manner
Skill in preparing reports and presentations
Skill in risk management and problem-solving
Experience in performance management and team development
Prior experience in a managerial or supervisory role
Experience of establishing and managing SLAs.
Strong leadership skills to guide and motivate teams, foster collaboration, and drive results.
Strong problem-solving skills to address complex issues in a timely manner

Desirable Qualities:
A broad understanding of Haven, from park to group operations.
Experience in managing service providers to complex organisations.
Excellent negotiation, conflict management, and contract management skills.

What’s In It For You?

Holiday allowance that rises with service, plus a ‘Holiday Buy Scheme’

Annual bonus
– 20% discount on both Haven and Warner Hotels holiday for you, family and
– Comprehensive wellbeing support
– Access to the Bourne Leisure corporate box at the O2 Arena ,London
– Exclusive discounts with corporate partners
– Exciting career pathways, including Learning and Development opportunities
such as Apprenticeships and Degrees
– Enhanced family friendly
policies and pay (eligibility criteria applied)

Who are we?
We’re part of an award-winning Bourne Leisure family, which includes Haven
& Warner Hotels. We have 9,000 fantastic team members and 39 beautiful
seaside locations and our HQ based in Hemel Hempstead.

What’s it like to work with us?
Working with us is ultimately defined by our
exceptional people and teams. At Haven, we take pride in our Breath of Fresh
Air culture, which focuses on valuing and supporting every team member. We
prioritise openness and transparency in our interactions allowing our team
members to be their authentic selves.
We operate a hybrid working model, meaning 50% of your working week will
be spent at the office, occasionally on Park, or at external events.

What can you expect during the recruitment process?
The interview process will be up to 3 stages and may contain a presentation or
skills test, depending on the role. If you require any support or reasonable
adjustments to help you perform at your best during this process, please let us

equity, and inclusion are at the heart of who we are and what we do. Our
commitment to these values is unwavering and they are central to our mission.
We encourage applications from all backgrounds, communities and industries and
we are happy to discuss any reasonable adjustments or flexibility that you may require,
including whether a role can be part-time or a job-share.

genuinely care about every candidate’s experience during the recruitment
process and are here to provide support where we can. If you require any
assistance or reasonable adjustments while applying, please don’t hesitate to
reach out to us at resourcingteam@bourne-leisure.co.uk.

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