We are looking for a Service Delivery Analyst to join the team to play a vital role in supporting the technology service delivery efforts at Atlassian Williams Racing. Reporting to our Service Delivery Manager, you will ensure high standards of performance and reliability across the organisation, as well as take ownership of managing and optimising technology services to meet the unique demands of the motorsport industry.
Main responsibilities:
- Track and report on service performance metrics, identifying trends and areas for improvement
- Contribute to root cause analysis for recurring issues, proposing and implementing solutions
- Support the Head of IT Service Delivery in maintaining service level agreements (SLAs) and operational level agreements (OLAs)
- Monitor IT services and infrastructure to ensure availability, performance, and reliability
- Identify and manage incidents and service requests in line with agreed service levels
- Act as a point of contact for internal teams, responding to queries and providing updates on IT service issues
- Assist in gathering user requirements to improve service delivery and align with business needs
- Support the implementation and maintenance of ITIL-based service management processes, including incident, change, and problem management
- Identify opportunities for process improvement and assist in implementing best practices
- Help document processes, procedures, and knowledge to improve efficiency and consistency
- Assist with IT service transitions for new projects, ensuring a smooth handover to operational teams
- Support upgrades and system changes, ensuring minimal impact on users and services
- Coordinate with vendors and external partners to support IT initiatives and resolve service-related issues
Skills and experience required:
- Previous experience working within IT support, service delivery, or a similar role, in a fast-paced environment
- Strong understanding of ITIL service management principles
- Good knowledge of enterprise IT systems, networks, and infrastructure
- Experience with incident, change, and problem management processes
- Strong analytical and problem-solving skills, with attention to detail
- Excellent communication and interpersonal skills
- Proactive: Ability to identify issues and opportunities for improvement before they become critical
- Team Player: Collaborative and supportive, with a focus on contributing to shared goals
- Adaptable: Comfortable working in a dynamic, fast-changing environment
- Resilient: Able to perform under the pressures of tight deadlines and operational demands
Desirable:
- ITIL Foundation certification
- Familiarity with monitoring tools and service management platforms
- Understanding of hybrid IT environments, including on-premises and cloud solutions
Company Description
For almost 50 years, Williams Racing has been at the forefront of one of the fastest sports on the planet, being one of the top three most successful teams in history competing in the FIA Formula 1 World Championship. With an almost unrivalled heritage of engineering and racing F1 cars and unforgettable eras that demonstrate it is a force to be reckoned with, the British squad boasts 16 F1 World Championship titles to its name.
Since its foundation in 1977 by the eminent, late Sir Frank Williams and engineering pioneer Sir Patrick Head, the team has won nine Constructors’ Championships, in association with Cosworth, Honda and Renault. Its roll call of drivers is legendary, with its seven Drivers’ Championship trophies being lifted by true icons of the sport: Alan Jones, Keke Rosberg, Nelson Piquet, Nigel Mansell, Alain Prost, Damon Hill and Jacques Villeneuve. The team has made history before and is out to make it again with a long-term mission to evolve and return to the front of the grid.
Additional Information
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Atlassian Williams Racing is an equal opportunity employer that values diversity and inclusion. We are happy to discuss reasonable job adjustments.
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