IT Service Delivery Analyst

Job Title: IT Service Delivery Analyst

Line Manager: Head of IT

Experience Level: 2-3+ years’ experience in service delivery role

Location: London

Position Type: Full Time

Salary: £35k to £45K depending on experience

We’re on the lookout for an IT Service Delivery Analyst to join the multi-award-winning Black Tomato Group, to help us deliver an excellent IT service across the business, as well as building relationships with Black Tomato Group users and suppliers. We are looking for someone who is passionate about IT service delivery, is solutions orientated and has the ability to effectively manage their own workload.

You will work closely with the Head of IT and IT suppliers to deliver and enhance the proven current IT Service to our users in both the UK and the US offices. We are looking for a confident individual who has demonstrable skills in listening and communicating. You will be the main point of contact for all 3rd party suppliers, so will be responsible for reviewing SLAs and negotiating and agreeing renewals, ensuring costs are kept within budget and enabling us to continually monitor and improve our services. You will also assist the Head of IT deliver an exciting technology transformation roadmap and associated projects.

It is desirable to have experience with Public/Private Cloud and SaaS technologies as key focus areas to ensure continual improvement and future IT development.

Main responsibilities:

  • Define and Manage the Service Delivery execution against contracted service levels.
  • Assist with the commercial renewal process for contracted services.
  • Own and manage the Service delivery relationship, acting as the first point of contact to 3rd party suppliers.
  • Undertake periodic service reviews, building out longer term capacity/account plans in partnership with 3rd parties, proactively identifying opportunities and reducing costs.
  • Responsible for the scoping, negotiation, management and delivery of small to medium IT changes for Black Tomato Group.
  • Builds deep and trusted relationships with the suppliers at all levels and is seen as the go to person in relation to all service delivery matters.
  • Participate in seamless transition from Projects to Service – to safeguard quality and solution integrity.
  • Monitor the success of new Services and Changes to ensure we are meeting the required standards.
  • Ownership of Service incidents and 1st point of contact for all customers and suppliers alike.
  • Analyse service incidents, looking at performance metrics, trends and root cause. Recommending further investigations and/or remedial actions where necessary.

Skills required:

  • Confident, articulate and clear communication skills at all levels, both verbal and written.
  • Ability to stay calm during critical times.
  • Ability to define and implement SLA reporting requirements, dashboards and processes to ensure suppliers meet the Black Tomato Group’s operational needs.
  • Excellent organisational and time management skills.
  • Excellent problem solving, troubleshooting and trend analysis skills.
  • Accuracy and attention to detail, methodical and organised approach.
  • Ability to sensibly escalate and manage calls to third parties and to inform Head of IT of major incidents where necessary.
  • Commercial awareness, with an ability to interpret supplier contracts and service schedules.
  • Manage Black Tomato Group user expectations against a defined standard/scope and identify changes.
  • Quickly builds rapport and trusted relationships with colleagues, stakeholders and suppliers alike.
  • Able to vary and adapt communication style translating complex technical issues to non-technical audiences.
  • Ability to learn and adapt to new products and procedures as they appear, as driven by Black Tomato Group requirements.
  • Good all-round appreciation of ITIL standards.
  • Good appreciation of current Microsoft and AWS technology stack


  • Proven ITSM and or ITIL experience: (Preferred)
  • Experience managing 3rd party and Service Providers.
  • Professional qualifications or significant business experience in IT Service Management.
  • Experience in both business and supplier relationship management.
  • Practical experience of service management environment.
  • Experience of interfacing with digital/online functions or agile development teams.
  • Experience with Office 365, SAAS public and private cloud.

What we offer:

    • An amazing opportunity to join our rapidly growing, multi-award-winning international travel company.
    • Salary is £35k-£45k dependent on experience.
    • Annual performance related bonus.
    • Workplace pension scheme.
    • 25 days annual holiday, plus birthday off.
    • 1 week ‘familiarisation trip’ each year – experiencing a Black Tomato destination/ product.
    • Membership of Perks at work.
    • Lots of company-wide reward and engagement opportunities.

To apply:

Please email your CV to [email protected] and put in the subject line Black Tomato: IT Service Delivery Analyst

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