Service Delivery Consultant

In this role you will work closely with the Service Delivery Manager and wider IT teams to monitor service performance, identify improvement opportunities, and support the delivery of reliable, high-quality IT services.

You will support the Service Delivery Manager with service performance management, including KPIs, service reviews and benefits tracking, while managing service improvement activity. The role involves analysing support data and customer insight to identify trends, contributing to problem management, supporting business and IT analysis, and assisting during major incidents and post-incident reviews.

As a Service Delivery Consultant, you'll have the opportunity to make a real difference in how IT services work for customers. You'll work closely with the Service Delivery Manager and IT teams, using service data and customer insight to spot what's working well and where things can be better. Your work will directly influence service performance, improvements, and learning from incidents, helping move IT services towards a more proactive, reliable, and customer-focused way of working.

You will also be supported to learn and grow in this role. You'll gain hands-on experience across service improvement, problem management, stakeholder engagement, and IT service analysis, while working alongside experienced professionals. If you're curious, enjoy working with data, and want to build your skills while shaping the future of IT service delivery, this role offers a great opportunity to do exactly that., Within our team, we use evidence-based data to make strategic decisions and drive service improvement.

Please describe one example where you have led or significantly contributed to a service improvement initiative using data to influence an outcome. In your response, please cover:

• Problem definition: What issue or opportunity were you trying to address?
• Data and insight: What data did you use, and how did you gather, validate, and analyse it?
• Case for change: How did you translate the data into a business case or justification?
• Influence and decision-making: How did you engage stakeholders and influence the decision to proceed?
• Implementation: How was the change delivered, and what was your role?
• Outcomes and learning: Did you achieve the intended outcomes? What measures did you use to assess success, and what would you do differently?, Surrey County Council is undergoing Local Government Reorganisation, moving from a two-tier system to two new unitary councils in April 2027. If you are employed by Surrey on 1st April 2027, your role will transfer with current terms and conditions to one of the new organisations, supporting local devolution and greater powers for our communities.

We are looking for two proactive and inquisitive Service Delivery Consultants who are customer-focused and passionate about using data to drive continual improvement in IT Service Management., * Experience in IT Service Management and/or continuous improvement

• A structured and analytical approach to problem-solving
• Confidence in engaging and working with a range of stakeholders
• Strong organisational skills
• Must have ITIL and PRINCE2 Agile Foundation qualifications

• option to buy up to 10 days of additional annual leave
• a generous local government salary related pension
• up to 5 days of carer's leave and 2 paid volunteering days per year
• paternity, adoption and dependants leave
• an Employee Assistance Programme (EAP) to support health and wellbeing
• learning and development hub with a wealth of resources
• wellbeing and lifestyle discounts including gym, travel, and shopping
• a chance to make a real difference to the lives of our residents