Service Delivery Analyst, IQVIA
Privacy Enhancing Technology
Health IT and clinical research company
Be an early applicant
Health IT and clinical research company
1001+ employees
Be an early applicant
1001+ employees
Company mission
To be a catalyst for innovation in healthcare, to drive healthcare forward every day, and make the extraordinary possible for patients.
Role
Who you are
- Bachelor’s Degree in Computer Science, a related field, or equivalent experience (2-3 years)
- Experience in IT service management for products, ideally in SaaS or healthcare data environments
- Familiarity with ITIL processes (incident, problem, change management)
- Strong communication and stakeholder engagement skills
- Ability to manage competing priorities under pressure
- Proficiency with ticketing systems (e.g., Jira, ServiceNow)
- UK-based and eligible to work in the UK
- Willing and able to undergo DBS and UK Government Security Clearance
Desirable
- ITIL v4 Foundation (or higher) certification preferred
- Comfortable working in a fast-paced, regulated environment
- Experience working in NHS or public sector environments
- Ability to contribute to service improvement initiatives
What the job involves
- As a Service Delivery Analyst, you will support the operational delivery of the NHS Privacy Enhancing Technology (PET) platform
- Your responsibilities include triaging support tickets, managing incidents, collaborating with stakeholders, and fulfilling service requests
- You will work closely with internal teams and external clients to ensure service excellence and compliance with security standards
- Triage support tickets and assign priority based on SLA and impact
- Monitor ticket queues and ensure timely resolution or escalation
- Manage incidents from identification to resolution, including documentation and communication
- Participate in major incident response and After Action Reviews (AARs)
- Collaborate with internal teams (DevOps, SRE, Security, Product) and external clients to resolve service issues
- Maintain clear stakeholder communication throughout the ticket lifecycle
- Support onboarding of new services and transition into BAU support
- Fulfil service requests in line with procedures and SLAs
- Maintain and update service documentation, including support playbooks
- Contribute to continuous service improvement (CSI) and root cause analysis (RCA)
- Track and report on ticket metrics, SLA adherence, and service performance
- Assist in preparing materials for Service Review Meetings
- Ensure compliance with NHS Digital, NCSC, and internal security standards
- Maintain awareness of data protection requirements
- Participate in a 24x7 on-call rota for incident response and service continuity
Salary benchmarks
Our take
IQVIA is a world leader in analytics and clinical research in the life sciences sector. Formed from a merger between IMS Health and Quintiles, it has over 40 years of experience in the sector and has grown to become one of the world’s largest contract research organisations, with a network spanning more than 100 countries.
Since its founding, IQVIA has outperformed the market, with is main concerns being in the expansion of biosimilar firms such as Humira which are able to provide generic drugs from existing medications, without needing further data analysis. However IQVIA’s involvement in new areas of research are likely to more than offset this trend.
With global medicine spend on track to reach £1.3 trillion by 2025, IQVIA is focusing its efforts on oncology and immunology, the most profitable sectors in pharmaceutical development. It is also building out its technological infrastructure, with a particular focus on artificial intelligence. While it is frank about the limitations of this technology within the sector, it is able to greatly augment the data-handling capabilities of health science teams. Development in this sector is key to IQVIA’s growth plans for 2025 and beyond, which is on track with 2023-24 seeing a massive increase in company share value.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Company benefits
- Medical, dental and vision coverage
- Telemedicine
- Critical illness coverage
- Prescription coverage
- Disability, accidental death, pet and life insurance
- Employee Assistance Programs
- Mental health support
- Well-being programs and events
- Flexible work environment
- Time off for leisure, personal time and corporate holidays
- Parental leave for birth or adoption
- Paid leave for other life matters (i.e., illness, bereavement, jury duty, military service, etc.)
- Training systems
- AI talent marketplace tool
- Leadership training programs
- Employee recognition programs
- Mentorship programs
- Service awards
- Tuition reimbursement
- Paid volunteer day
- Donation matching
- Employee resource groups
- Office events
- Environmental commitments
- UN Global Impact member
- Retirement and savings plans
- Identity theft protection
- Commuter benefits
Company HQ
Research Triangle, Durham, NC
Leadership
Ari Bousbib
(CEO, not founder)Was previously CEO of IMS Health, one of the parent companies of IQVIA. Before that held senior leadership positions at United Technologies Company, including COO of Otis and eventually becoming President of the UTC group with responsibility for 150,000 employees.
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