Service Request Fulfilment Analyst

Date: 11-Nov-2022

Location: Sheffield, GB, S98 6HR

Company: Royal Mail Group


Royal Mail and our evolving journey

With a long and proud history, Royal Mail is one of the most visible and trusted brands in the UK. We keep people and businesses connected every hour of every day and we’re passionate about harnessing technology to deliver the best possible results for our customers.

Our business is thriving by continuously adapting and adopting advanced technology. We reach every delivery point in the UK and have over 30 million customer touch points per day. We have 165,000 employees, 80,000 PDA’s and 25,000 end IT users. We are in an exciting period of transformation with significant growth in parcel & packet volumes and online services and we’re focusing on investing in the security, technology, processes and people that are going to help us continue to achieve great things and grow our business.

We have the UK’s largest “Feet on the Street” network of over 85,000 postmen and women and the lowest reported carbon emissions per parcel of any major UK delivery company. We are committed to providing sustainable services as we deliver against our environmental ambitions. We are investing in technologies such as electric vehicles and drones.

The RMG Technology team are influencing and helping drive the changes across the business as new solutions and services and new ways of working are defined and delivered and we need talented, experienced people who can work at pace and scale to join us and help achieve our goals.


Job Purpose


The Service Request Fulfilment Analyst represents Royal Mail Group in the Request Fulfilment processes, ensuring that the processes are executed effectively across RMG and that the impact on the business is minimised.



In this role you will:


  • Manage and maintain the IT Request Catalogue
  • Ensure Supplier accountabilities and delivery expectations are unambiguous and that Request Fulfilment will be satisfied as specified within the agreed Service Level Agreements.
  • Establish collaborative working relationships between Suppliers to improve delivery and minimise business impact.
  • Manage escalations and mediation of conflicts between Suppliers, Customers and the Business. Co-ordinate the involvement of all parties in the resolution of Request Fulfilment issues and escalations.
  • Establish Request Fulfilment rules, standards and ensure compliance.
  • Challenge Demand for IT equipment based on current Policy
  • Produce supplier performance & MI reports for the Service Teams.
  • Analyse performance data to demonstrate the operational effectiveness of the Request Fulfilment processes as executed by the Suppliers.
  • Ensure process improvements are identified and implemented across all Suppliers focussing on driving the efficiency and effectiveness of the Request Fulfilment processes.
  • Ensure Customer Satisfaction is measured and service improvements are made based on Customer Feedback
  • Ability to create virtual teams across multiple Suppliers to ensure successful delivery.
  • Delivering key components for the Request Fulfilment process.


Qualifications and experience required:


  • Have strong analytical capabilities and excellent relationship management skills.
  • Have significant experience with Request Fulfilment processes.
  • Must be able to liaise and collaborate effectively with technical staff from the Suppliers on a day to day basis.
  • Experience of maintaining a ServiceNow Request Catalogue
  • Experience of working in an ITIL compliant environment (ITIL Qualified).



We’re evolving, transforming, and working together to innovate and provide a service our customers can trust and recommend. This is tech you’d never expect from Royal Mail pushing the boundaries and delivering a First-Class delivery service.




We are an inclusive employer with equality, diversity and fairness at the heart of our values and we’re proud to be recognised in The Times Top 50 Employers for Women 2021 for a 8th consecutive year. We welcome applications from individuals from diverse backgrounds and are committed to promoting fair participation and equality of opportunity for all our job applicants. 

We are happy to support flexible working and would welcome having a conversation with you about how we could support your needs.



For more information on Royal Mail Group click here


Job Segment: Relationship Manager, Customer Service