Service Delivery Analyst / Project Delivery Analyst
Job Description
Job title: Service Delivery Analyst / Project Delivery Analyst
Company: Farsight Consulting
Job description: Would you like to be part of a company with the energy of a start-up but which competes with ‘The Big Four’ for clients? Could you support us to deliver digital transformation with our clients in areas that matter?
This is an exciting opportunity for someone passionate about delivering excellence, good at working with people, and brilliant at making things happen. You’ll need to be able to think things through logically, have excellent attention to detail and be organised and structured to work across multiple things at the same time.
We think this role could be great for someone with previous experience in providing administrative support to a senior executive team; or who has played a PMO Analyst or project management / coordination role. Could this be you?
Who we are
We help our clients design and deliver digital, technology and organisational transformation – solving real problems for real people. We research, design and build things: better services and products, better ways of working, better user experiences and better organisations and culture. Our core areas of expertise are analysis, research, analytics, data; user-centred design (service design, content design, interaction design and user research); product management and delivery; business change and people development.
We primarily work in the public sector, supporting initiatives that improve society and the lives of citizens; with not-for-profit organisations, charities and social enterprises; and with some private-sector companies. The key sectors we’re working in at the moment include education, apprenticeships & skills development, social care, rehabilitation, housing and criminal justice – but we’re always growing, developing and finding out about new things.
The role
We are looking to hire a Service Delivery Analyst to support the company’s growth. You will work as part of our Service Delivery team led by the Director of Service Delivery, working directly with our Head of Service Delivery and Client Account Leads, as well as two other people in the Service Delivery team. You’ll also work closely with the recruitment and people team, finance team, and our client delivery teams, building relationships across the company.
Our Client Account Leads manage a portfolio of contracts and projects and are responsible for putting together and delivering excellent services for our clients. You will work directly with the Account Leads and project managers to support them in achieving these outcomes and ensuring our service delivery is managed well.
We’re a small and busy team who work at a fast pace. You’ll be expected to turn your hand to a variety of things depending on needs and priorities and manage your time and workload well.
We’re looking for someone who is well-organised, with good attention to detail and highly professional. You’ll need to be good at absorbing information and playing it back clearly and accurately (verbally and in your written communications), with strong analysis and planning skills. You’ll also need to have good skills in document production, be good at using spreadsheets and databases.
No two days will be the same, we’ve shared some examples of the things you can expect to be working on to give you a flavour of the role:
· Supporting the Account Lead with setting up projects, specifically providing the team with details about the project they are joining and onboarding activities. Making sure the team have access to the right equipment and tools (e.g. ordering and delivering laptops in time for day one of the project). Making sure people have the right security clearance. Liaising directly with the client about team introductions and co-ordinating day one arrangements/kick-off meetings
· Updating our records with details about which people are working on each project (and their associated details – e.g. rates)
· Responding to queries from the client about the work we’re doing (e.g. when we have people joining the team with clear, confident, accurate and timely communications).
· Supporting the preparation of statements of work (agreements that define the work we will deliver to clients) by asking the team to review and input to documents by a specific time, collating comments, producing documents using templates
· Preparing reports and agendas to support client contract management meetings – seek input from the team, prepare the reports and follow up on any actions
· Managing project offboarding activities, including ensuring the team store final deliverables, have written case studies, and gathered client feedback
· Reviewing and approving timesheets submitted by the team each month and following up on any queries and discrepancies so the data is accurate and we can invoice our clients on time
Supporting the implementation and ongoing use of our new resource management system – checking data, communications to the rest of the company, running reports.
Requirements
You will need to be well-organised, precise, reliable and flexible. We are looking for someone with:
· Experience in providing administrative and coordination support in a busy team, working with senior stakeholders and across multiple areas
· Ability to manage a busy workload, working to deadlines and (re)prioritising as needed while remaining calm
· Ability to pay close attention to detail, checking own work and following processes carefully
· Ability to produce high-quality outputs that are accurate and well presented, using a range of different tools and packages to do this – creating well-formatted word documents, slides and spreadsheets, producing charts and diagrams, using spreadsheets to track activities, monitor project data (e.g. days worked, spend) and carry out calculations
· Ability to keep information well-organised, whether in Sharepoint, databases or Google-drives, using folders, links and tags; keeping track of which sites and folders to use for what and keeping sensitive information safe (following instructions and applying your experience and common sense as well)
· Comfortable in working with and processing large volumes of information from multiple sources (people and systems), whether numbers, slack messages, emails or written documents
· Ability to think through how to set things up (e.g. how to design a form or template, or how to get other people to record information) for processes to work smoothly
· Excellent verbal and written communication skills – you will be communicating with a range of people, including our team and senior stakeholders in client teams, so your communication must be clear, accurate and professional. Your emails and messages should be easy to follow and well presented with good spelling and grammar
· Ability to work well with others as part of a team, to be flexible and to adapt to change
Benefits
Developing our people is at the heart of everything that we do.
Our environment is friendly, supportive and collaborative. We offer a learning and development programme that is tailored to you. New ideas are encouraged and there’s plenty of opportunities to innovate and make an impact. We can promise that the work will be varied and interesting and will give you lots of opportunities to develop and grow.
We have 2 promotion windows open each year so you can progress through the company.
You’ll be encouraged to get involved in coaching and mentoring and contribute to the development of Farsight.
More about our company benefits
- 29 days holiday and Bank Holidays off
- Flexible working. You might spend 3 days a week working from home, with one in the Farsight London office at the Oval and one day a week with clients. This is flexible and we will consider remote working candidates.
- Flexible working around our core hours of 10am to 4pm.
- Pension, we pay 5% into your pension and you pay 3%.
- Death in service benefit of four times your salary.
- A Christmas and birthday gift.
- A discount on gym membership and access to the BUPA Employee Assistance Programme.
- Enhanced sick pay, maternity, paternity, and adoption pay.
- Regular socials, a Workspace office in central London and an open and supportive culture.
This is a UK based role which requires eligibility to work in the UK. We offer a Hybrid working model – happy to discuss flexibility/remote arrangements (UK). A willingness to travel at times to our client/our offices when needed is important.
Farsight Consulting is committed to providing equal opportunities and creating a diverse & inclusive place of work where everyone feels welcome.
Expected salary: £35000 – 45000 per year
Location: London
