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Service Analyst - ITIL

18,656 P.A. ?
Heaton Chapel

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CDL are one of the UK’s leading insurance software houses, we are a privately owned company that has experienced continuous year on year growth and we employ over 600 people at our campus in Stockport. We are a certified UK top employer by the Top Employers Institute and are constantly striving to provide our employees with the best working environment and conditions. We have a strong track record in the high volume retail insurance sector. We have spearheaded development in the aggregator, web and telematics space, including connected home, enrichment and self-service solutions. As a result, the company’s robust and innovative technologies have enabled our customers to thrive in the highly competitive UK insurance marketplace.

We've built a collaborative and creative culture where we employ agile techniques to deliver our pace-setting applications. We like to work in small, focused groups so you're always learning from people around you and you feel a part of the success of each project you are involved with.

What you will do:

You will be a key member of the service management team, working alongside Service Managers and the Service Delivery Leaders to make sure that services provided by Service Management are delivered using agreed policy, process and procedures. Reporting into Service Management Resource Manager, you will direct contact with internal and external customers for customer service. Request updates on support logs from teams when required. You will be passionate about offering excellent customer service and will escalate urgent customer issues to Service Managers and Service Delivery Leaders where relevant. We will help you in identifying any training required to increase your knowledge and skills, and consistently be improving at your job.

Other aspects of the role will include problem solving, ad hoc report creation, following ITIL best practise at all times. We will expect you to hit the ground running, strengthening your CDL product knowledge along the way. If this sounds like you then we would love to hear from you.


  • Previous exposure to ITIL release, service management and/or project management.
  • Ability to work to tight deadlines and handle work pressures to successfully deliver releases.
  • Experience of working across different business areas, demonstrating customer focus and good corporate awareness.
  • Demonstrable ability of being able to communicate across departments at all levels both internally and externally
  • Educated to A level standard or equivalent.
  • ITIL Foundation qualification is desirable but not essential.
  • Computer literate and experienced user of MS Outlook, Word, Excel.
  • Proven ability and experience of providing a high level of customer care.
  • Ability to prioritise and organise workload.
  • Excellent communication skills.
  • Accepts ownership and takes responsibility.


  • Top employer for 4th year running
  • Flexible hours
  • Remote working – Home working options
  • On-site free parking
  • Open plan modern offices
  • Shuttle bus to and from the station
  • Excellent training and development platform
  • Goal oriented framework for career progression
  • Subsidised restaurant
  • 25 days holiday to start - rising
  • Dress down policy
  • Life and health assurance
  • Pension scheme
  • Community projects – CDL100 – 100 days throughout the year dedicated to community projects
  • Games room and chill out zone
  • Social activities, including summer BBQ and Christmas Parties. We have a team dedicated to running internal social activities such as comedy nights, canoeing, break out rooms and much more
  • Car valeting, Barber, Yoga classes, Boot camp and Massage services all on site
  • Cycle to work scheme
  • Shower and dry rooms on-site

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