Analyst - Service Delivery

The Service Delivery Analyst is responsible for Service Management oversight across a defined region, with responsibility to escalate incidents and coordinate resolution on application and infrastructure related issues and projects.

Assists the Service Delivery Manager to pro-actively monitor tickets and incidents in region.

Analyst will partner with ITSM team to build out AI capabilities.

This role will work a hybrid schedule, 3 days a week on site, 2 days remote.

Manages local stakeholders' expectations and requirements for delivery of IT services, acting as single point of contact for IT service and support.

Coordinates cross-tower communication to ensure incidents and projects are executed in accordance to business expectations.

Oversees the resolution of all priority #1 and #2 incidents and their underlying causes.

Acts as primary escalation point for service issues and drive the escalation process for live service to rapidly resolve service-related issues.

Executes the incident and problem management processes for regional incidents.

Oversees the resolution of all priority #1 and #2 incidents, acts as primary escalation point for service issues, and executes the problem management processes for regional incidents.

Ensures Service Desk provides effective service to regional and local business stakeholders.

Develops service strategy and improvement initiatives to ensure continuous improvement and effective delivery of IT service requirements.

Ensures Service Level Agreements (SLAs) are managed and reviewed in line with business requirements and the Service Catalogue is developed with regional and local business stakeholders.

Executes the seamless introduction of new services, ensuring all operational acceptance criteria are met and the solution becomes a defined service in line with business expectations of support levels.

Provides regular service reporting to regional and local stakeholders on IT performance and SLAs.

Delivers business alignment and IT service continuity planning with the regional and local business stakeholders.

Operates contracts, conduct governance and service reviews and manages service improvement initiatives with local tier 2 and 3 vendors.

Additional duties as assigned.

Bachelor's Degree in Information Technology or related field.

2+ years of previous IT service management or delivery role operating with complex IT services and environments.

Experience with formal service support processes and procedures based on ITIL, including incident, change, problem management and service improvement.

Strong supplier and commercial management skills, including experience with developing and managing effective service level agreements.

High degree of proficiency in MS Office Suite, Outlook & Internet applications.

Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills.

Strong verbal and written communication skills (including analysis, interpretation, & reasoning).

Solid understanding and application of mathematical concepts.

Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients.

Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.

Ability to work with and influence peers and management.

Self-motivated with critical attention to detail, deadlines and reporting.