Service Delivery Analyst - Privacy Enhancing Technology (PET)
Service Delivery Analyst - Privacy Enhancing Technology (PET)
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Job Description
Role Overview
As a Service Delivery Analyst you will support the operational delivery of the NHS Privacy Enhancing Technology (PET) platform. Your responsibilities include triaging support tickets managing incidents collaborating with stakeholders and fulfilling service requests. You will work closely with internal teams and external clients to ensure service excellence and compliance with security standards.
Key Responsibilities
Triage support tickets and assign priority based on SLA and impact
Monitor ticket queues and ensure timely resolution or escalation
Manage incidents from identification to resolution including documentation and communication
Participate in major incident response and After Action Reviews (AARs)
Collaborate with internal teams (DevOps SRE Security Product) and external clients to resolve service issues
Maintain clear stakeholder communication throughout the ticket lifecycle
Support onboarding of new services and transition into BAU support
Fulfil service requests in line with procedures and SLAs
Maintain and update service documentation including support playbooks
Contribute to continuous service improvement (CSI) and root cause analysis (RCA)
Track and report on ticket metrics SLA adherence and service performance
Assist in preparing materials for Service Review Meetings
Ensure compliance with NHS Digital NCSC and internal security standards
Maintain awareness of data protection requirements
Participate in a 24x7 on-call rota for incident response and service continuity
Essential Skills & Experience
Bachelors Degree in Computer Science a related field or equivalent experience (2-3 years)
Experience in IT service management for products ideally in SaaS or healthcare data environments
Familiarity with ITIL processes (incident problem change management)
Strong communication and stakeholder engagement skills
Ability to manage competing priorities under pressure
Proficiency with ticketing systems (e.g. Jira ServiceNow)
UK-based and eligible to work in the UK
Willing and able to undergo DBS and UK Government Security Clearance
Desirable Skills
ITIL v4 Foundation (or higher) certification preferred
Comfortable working in a fast-paced regulated environment
Experience working in NHS or public sector environments
Ability to contribute to service improvement initiatives
IQVIA is a leading global provider of clinical research services commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at
Required Experience:
IC
Employment Type
Full-Time
