IT Service Management Delivery Analyst

BELONG – There’s no place like Principality 

At Principality, belonging isn’t just a value — it’s how we work every day. As a colleague, you’re already part of a supportive and inclusive community where your wellbeing, individuality, and life outside of work are genuinely respected. This internal opportunity is a chance to continue your journey with us, build on your experience, and grow your career within Principality. 

We know that great work happens when people feel connected — to each other, to our purpose, and to the communities we serve. That’s why we focus on balance, invest in wellbeing, and encourage continuous learning and development across the organisation. 

Why consider this opportunity? 

This role offers an opportunity to further develop your skills and make a meaningful contribution within Principality, while continuing to benefit from the culture and ways of working you already know: 

• Flexible hybrid working – Our established hybrid approach supports flexibility while maintaining collaboration. This role includes a minimum of 8 days per month based in our Cardiff office. 

• An inclusive and supportive culture – We’re proud to be recognised as one of the Inclusive Top 50 UK Employers (ranked 27th in 2025), reflecting our ongoing commitment to inclusion and belonging for all colleagues. 

• Purpose-led work – Our continued recognition for customer satisfaction, including Double Gold Awards at the Fairer Finance Awards 2025 for Savings and Mortgages, reflects the impact colleagues make every day. 

• Strong colleague engagement – Engagement scores consistently above 85% demonstrate the positive environment we strive to maintain together. 

• Wellbeing support – Our Belong benefits package continues to support your physical, mental, and financial wellbeing throughout your career with us. 

These achievements are built by our people and reflect our shared commitment to supporting one another and delivering for our members. When it comes to belonging, there truly is no place like Principality — and this role is an opportunity to continue growing as part of it. 

We have a great opportunity for an experienced IT Service Management Delivery Analyst to join our IT team on a 6-month fixed term contract.

In this role, you will support the effective operation of IT service management and the wider team function. You’ll work closely with multiple teams to coordinate problem management, service transition, and change enablement, ensuring service management processes and best practices are consistently followed. You’ll also play a key role in root cause analysis, incident management, and driving continuous improvement across IT.

The team supports change events as they occur, so flexibility is important to ensure changes are delivered in line with agreed plans and governance processes. You’ll also be responsible for compiling service reviews and maintaining a strong understanding of the governance activities within the team.

What you’ll be doing:

• Conduct reviews of major incidents and out-of-hours incidents
• Manage and develop the Problem Management process
• Manage and improve processes related to Change and Release Enablement
• Support Service Transition activities
• Conduct service reviews with colleagues and stakeholders
• Drive process improvement initiatives across IT

Technical Skills:

• Strong written and verbal communication skills
• Excellent analytical and presentation skills
• Strong organisational skills with the ability to work across multi-disciplinary teams

Apply now to play a key role in improving IT services and driving meaningful change.

We reserve the right to close this vacancy early should we receive a high volume of applications.

If you have any questions in relation to this role, please contact the recruitment team at -recruitment@principality.co.uk