Service Delivery Analyst

The Service Delivery Analyst is responsible for monitoring, analyzing, and improving IT service delivery across internal teams and third-party providers. This role ensures effective management of service performance, escalations, and reporting while driving continuous improvement in the quality and reliability of IT services.

Customer Service & Relationship Management

• Support and promote innovative service delivery practices that anticipate and meet customer needs.
  

• Maintain strong relationships with business stakeholders and IT partners to ensure alignment of service expectations and delivery.
  

Service Transition & Operations

• Define and clarify service requirements to ensure smooth transition of new or changed services into live operations.
  

• Support the delivery and maintenance of secure, reliable, and compliant IT services.
  

Incident & Escalation Management

• Assist in resolving major incidents and managing escalations promptly and effectively.
  

• Coordinate with technical teams and service providers to minimize service disruptions.
  

Service Reporting & Performance Management

• Prepare service performance reports, dashboards, and communications tailored for different audiences.
  

• Monitor compliance with Service Level Agreements (SLAs) and identify areas for improvement.
  

Supplier & Compliance Management

• Collaborate with internal teams and external vendors to ensure consistent and high-quality service delivery.
  

• Maintain up-to-date compliance and continuity documentation in alignment with audit and regulatory standards.
  

Service Improvement & Cybersecurity

• Support continual service improvement initiatives and contribute to regular service review meetings.
  

• Help protect IT services and data from cyber threats by adhering to security standards, identifying risks, and reporting incidents.
  

• Service Delivery Manager: Regular updates on progress, issues, and service performance.
  

• Customers and Stakeholders: Engage to gather requirements, provide updates, and manage expectations.
  

• Technical and DevOps Teams: Collaborate to address technical challenges and drive operational improvements.
  

• Service Providers and Partners: Coordinate across internal and external delivery teams to ensure end-to-end service continuity.
  

Business & Technical Knowledge

• Strong understanding of IT Service Management (ITSM) principles and ITIL best practices.
  

• Experience using ITSM tools such as ServiceNow or equivalent platforms.
  

• Awareness of IT operations, infrastructure, and cybersecurity standards.
  

Personal Attributes

• Customer-focused, proactive, and adaptable, with a strong sense of ownership and accountability.
  

• Excellent communication, interpersonal, and stakeholder management skills.
  

• Analytical thinker with strong problem-solving abilities and a "can-do" approach.
  

Impact & Decision-Making

• Contributes to the successful delivery of multiple service-related projects annually.
  

• Responsible for identifying when to elevate issues and for maintaining accurate service and compliance documentation.
  

• Bachelor's degree in Information Technology, Computer Science, or a related discipline.
  

• ITIL Foundation certification or equivalent experience preferred.