Service Analyst
Permanent - Full Time £24,570 - £31,000 / yearJob Overview
As a key member of the Operations Department within the Service Management team, you will collaborate closely with Service Managers and Service Delivery Leaders to ensure that all services are delivered in accordance with established policies, processes, and procedures.
Reporting directly to the Operations Technical Lead, who oversees the Service Analyst team, your primary responsibility will be to maintain direct communication with both internal and external clients. You will work to agreed service level agreements (SLAs), supporting ITIL functions and assisting with the escalation process. A proven ability to manage client expectations and a strong commitment to customer service are essential.
You will engage with all CDL support teams, fostering positive relationships and demonstrating excellent communication skills. Staying informed about CDL’s evolving technologies and services is crucial.
About CDL
CDL is one of the UK’s leading software development houses, employing over 600 people at its campus in Stockport. It has a consistent history in the high-volume retail insurance sector. CDL has spearheaded developments in the aggregator, web and telematics space, including connected home, enrichment and self-service solutions. As a result, the company’s robust and innovative technologies have enabled its customers to thrive in the highly competitive UK insurance marketplace.
Reporting directly to the Operations Technical Lead, who oversees the Service Analyst team, your primary responsibility will be to maintain direct communication with both internal and external clients. You will work to agreed service level agreements (SLAs), supporting ITIL functions and assisting with the escalation process. A proven ability to manage client expectations and a strong commitment to customer service are essential.
You will engage with all CDL support teams, fostering positive relationships and demonstrating excellent communication skills. Staying informed about CDL’s evolving technologies and services is crucial.
About CDL
CDL is one of the UK’s leading software development houses, employing over 600 people at its campus in Stockport. It has a consistent history in the high-volume retail insurance sector. CDL has spearheaded developments in the aggregator, web and telematics space, including connected home, enrichment and self-service solutions. As a result, the company’s robust and innovative technologies have enabled its customers to thrive in the highly competitive UK insurance marketplace.
We have built a collaborative and creative culture where we employ agile techniques to deliver our pace-setting applications. We pride ourselves on cultivating an inspiring working environment with our employees at the heart of our company.
In a nutshell we are the market leading software house in our industry, creating the software, websites & apps for the Insurance & Finance sector across the UK. If you were to go on a price comparison website, approximately 65% of the companies on there are our clients!
In a nutshell we are the market leading software house in our industry, creating the software, websites & apps for the Insurance & Finance sector across the UK. If you were to go on a price comparison website, approximately 65% of the companies on there are our clients!
Key Responsibilities
- Problem-solving and analytical tasks
- Creating ad hoc reports
- Adhering to ITIL best practices at all times
- Supporting the digital delivery system by collaborating with Digital Squads to prioritize workloads and address high impacting issues
- Ensuring all internal processes and documentation are current
- Proactively identifying and driving process improvements
We seek candidates who can quickly adapt, deepen their CDL product knowledge, and contribute to our culture of continuous improvement.
Skills Knowledge and Expertise
- Experience with ITIL release, change, service management, and/or project management
- Ability to meet tight deadlines and manage work pressures effectively
- Experience working across various business areas, demonstrating strong customer focus and corporate awareness
- Excellent written and verbal communication skills, with the ability to liaise with both internal and external partners
- ITIL Foundation qualification (desirable but not essential)
- Proficiency in MS Outlook, Word, and Excel
- Demonstrated commitment to high standards of customer care
- Strong organizational and prioritization skills
- Ownership and accountability for tasks
- Effective problem-solving abilities