Job Description

Senior Service Delivery Analyst

Permanent

Location: Edinburgh (We believe in the power of in-person collaboration, and our hybrid model requires colleagues to be in the office a minimum of 3 days per week)

Closing date: 11th June 2026

Aegon Asset Management is a leading global investor, our employees work from 13 locations across Europe, the Americas and Asia. We advise on assets for a global client base of pension plans, public funds, insurance companies, banks, wealth managers, family offices and foundations. We share a common belief in fundamental, research-driven active management, underpinned by effective risk management and a commitment to responsible investment.

Our people are our greatest asset, and we want Aegon Asset Management to be a place where they can bring their authentic self to work and do all they can to deliver on our strategic promises to our customers.

We help people live their best lives We help them with the big stuff, for the moments that matter.

We are now looking for a Senior Service Delivery Analyst to join us in Edinburgh. You will join a team of five within our global IT Service Delivery function, working in an Agile environment. The team ensures the business gains maximum value from supplier relationships, managing service delivery through effective planning, performance measurement and stakeholder communication. You will support supplier oversight, contribute to IT initiatives, and help improve processes aligned to our IT strategy.

In this role, you will act as a role model for best practice, driving continuous improvement, raising standards and streamlining processes to support evolving business needs. Bringing strong ITIL and ITSM expertise, you will play a key role in maturing our service delivery approach, identifying and implementing best practices across the organisation.

This role requires a blend of technical, analytical, project management, and leadership skills, alongside a strong customer focus.

You’ll also review technology costs and service usage to drive efficiency, while supporting AI licensing and adoption, identifying opportunities to automate processes, improve workflows, and enhance overall service value.

Key Responsibilities for the role include:

• Lead supplier relationships, acting as the escalation point for issues and chairing review meetings where needed.
• Oversee complex incidents through to resolution, coordinating internal and external teams effectively.
• Support smooth onboarding and transition of new services through strong communication and stakeholder engagement.
• Monitor supplier delivery quality and timeliness, including Enterprise Technology and key external partners.
• Manage service issues and disruptions, driving timely resolution, SLA adherence and root-cause action, including out-of-hours support.
• Keep customer needs front and centre, proactively managing expectations, deliverables and relationships.
• Deliver service management across incident, problem, change and request processes, including queue oversight and BAU demand.
• Ensure services, resources and service levels align with business and IT needs during agreed support hours.
• Manage hardware and software assets across their lifecycle to maintain control, compliance and cost efficiency.

We’d love to hear from you if you have:

• Strong knowledge of ITIL and IT Service Management practices, with the ability to apply them pragmatically across incident, problem, change and request processes.
• Experience with ITSM tooling and license and asset management.
• Proven stakeholder, communication and supplier management skills, with confidence to lead discussions, challenge constructively and manage expectations.
• Strong analytical and problem-solving capability, using service metrics and insights to identify trends, risks and improvement opportunities.
• Experience driving process improvement, standardisation and automation to enhance service consistency and customer outcomes.
• Ability to work across Agile and project delivery environments (including Waterfall/SAFe), balancing BAU and change activity.
• Good understanding of technology cost control, service consumption and asset lifecycle management, with a focus on efficiency and value.
• Familiarity with estimating, planning and the Software Development Life Cycle (SDLC).
• Awareness of audit, risk, compliance and finance environments, with a disciplined approach to governance.
• Exposure to negotiation, delegation and analysis techniques.
• Working knowledge of tools such as ServiceNow.
• ITIL 4 or 5 Foundation preferred

What’s in it for you?

• A competitive salary, depending on the experience you can bring
• A non-contributory pension between 9%-13%
• A discretionary bonus, depending on personal and company performance
• 27 days leave per year (plus bank holidays, pro-rated for part-time)

We also offer private medical cover, life assurance, critical illness cover, enhanced parental leave and a variety of lifestyle benefits to help our staff live their best lives, including retail discount vouchers, cycle2work scheme, subsidised restaurant and online GP appointments.

At Aegon Asset Management, we are committed to fostering a diverse workforce and an inclusive culture. We are more than a global Asset Management firm – we are a people business, and we recognise that delivering excellent client outcomes, comes from embracing diverse perspectives. We value diversity in the full range of human uniqueness without limitation including race, gender, ability, language, culture, beliefs, age, origin, background, perspectives and experiences.

We are open to considering flexible working practices. Please talk to us about what this means for you.

We serve a diverse, ever-changing world. It's tough, but we work tirelessly to leave things better than we find them. If that sounds like the sort of place you'd like to work, hit the "Apply" button.

The legal bits

We’ll need you to confirm you have the right to work in the UK. If we offer you a job and you accept, there are some checks we need to complete before you can start with us. This will include a credit and criminal record check, as well as providing satisfactory references.

Additional Job Description

Equal Opportunity Employer:

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age