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Service Delivery Analyst


Reference 9476 Closing date 18/7/2024 Brand IAG Cargo Career area Ground Operations & Cargo Contract type Permanent Full Time Location IAG Cargo, London Download job description

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Looking for a challenge in one of the world’s largest airfreight logistics organisations?

At IAG Cargo, we’re in the business of moving things. From antibiotics and rhinoceroses to gold bullion, avocados, and everything in between, whatever people need, wherever they are, IAG Cargo is there to bring them the necessary and niche.

As the logistics and cargo brand of International Airlines Group, you’ll work across the globally recognised brands of Aer Lingus, British Airways, Iberia, Level and Vueling.

As well as helping to keep the world’s economies turning, we believe in building a great place for our colleagues to work. Our people are determined, curious, collaborative and take huge pride in everything they do.

The role:

Service Delivery Analyst

  • Provide data and insights for Cargo IT Service Operations as required to support Cargo and make recommendations as appropriate. This will include working with Service Delivery teams, Risk & Audit, Cargo business & IAG Tech central teams.
  • Monitor and follow up on actions to the above on behalf of Cargo IT Head of Service Delivery, Governance & Assurance.
  • Proactively support Cargo IT ServiceNow Data Analyst to improve Cargo IT reporting and insights requirements.
  • Support continual improvement opportunities and identify areas for improvement.
  • Support Service Delivery and Service Operations to develop and create guides supporting best practice.

What you’ll do:

  • Delivery of data and insights as agreed with Cargo IT, Head of Service Delivery, Governance & Assurance.
  • Support the Cargo IT Service Delivery team to drive the accuracy and quality improvements required of the reporting and insights on key Service Level performance KPI metrics.
  • Creation of backlog of tasks and dashboard reporting as required.
  • Ensure full adherence to all governance, standards, and processes across the IAG Cargo and IAG Tech organisation.
  • Develop and own the management of a Cargo IT Jira workspace (or equivalent) providing Service reporting and insight capabilities for multiple stakeholders across Cargo IT.
  • This role requires travel and working from multiple sites/locations. Willing and able to travel to participate in meetings, workshops, and other related activities.


  • Build, develop and maintain sustainable respectful stakeholder relationships
  • Inspire and influence outcome-based decision-making leveraging trusted data points.

What you’ll bring to IAG Cargo:

  • Ability to improve quality and efficiency, in a collaborative environment
  • Effective stakeholder management, balancing and finding compromises between opposing views and opinions
  • Excellent communication skills with ability to explain technical concepts to both lay and expert audiences.
  • Ability to work under pressure
  • Fluent spoken and written English
  • Able to influence business change
  • Ability to take ownership of tasks
  • Strong analytical skills to identify trends, opportunities, and risks
  • Ability to work under pressure to tight deadlines
  • Excellent team working skills and ability to build and maintain strong relationships
  • Strong written and verbal communication skills with ability to explain complex IT/technology solutions in a coherent manner

Your experience:

Desirable Experience:

Relevant level 2/3 qualifications with an analytical focus such as:

  • MS Excel proficiency
  • Tableau
  • Jira or equivalent
  • Confluence

What we offer:

Wherever you work within IAG Cargo, you’ll play a part in connecting people and countries and join a diverse and inclusive business that’s making a difference to the future of aviation.

Colleagues working for IAG Cargo:

  • Benefit from attractive and competitive rewards aligned to the local market and role.
  • From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways and group airlines. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.
  • Work with diverse colleagues in a business that truly values inclusion and diversity.
  • Are valued for their ideas and opinions.
  • Benefit from opportunities for development and progression.
  • Are able to support communities across the world, and close to home.
  • Work in an environment in which safety and wellbeing are paramount.

Equity, Diversity and Inclusion

Our recruitment procedures positively support our equity, diversity, and inclusion agenda.

All candidates are considered strictly on their merits in relation to the criteria for the role, treated fairly and consistently and have their individual needs responded to throughout the process.

Please advise us if you require any reasonable adjustments to take part in the recruitment process so we’re able to remove any barriers that may present themselves.

To apply for the position of Service Delivery Analyst, please use the ‘apply now’ function.


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