Managed Service Delivery Analyst

Managed Service Delivery Analyst Tailored Brands is seeking a Managed Service Delivery Analyst to join our technology team. The role ensures our Managed Service Providers (MSPs) deliver high‑quality, consistent support while driving continuous service improvement and operational efficiency across IT support functions. Responsibilities Evaluate MSP performance against SLAs, KPIs, and contractual obligations, identifying gaps and improvement opportunities. Analyze incident, request, and operational data to identify trends impacting user experience and service outcomes. Partner with MSPs and internal teams to develop and execute process improvement plans enhancing service delivery and efficiency. Identify and implement shift‑left strategies, transitioning work to lower support tiers (self‑service, L1, automation) to improve speed and reduce escalations. Produce and present regular service performance reports, including insights, risks, and recommended actions for leadership. Collaborate cross‑functionally with IT Service Desk, Infrastructure, End User Technology, and vendors to align on priorities and remediation actions. Participate in major incident reviews and problem management activities to ensure root cause analysis and preventative actions. Validate that MSP delivery aligns with contractual commitments, including service scope, staffing models, and performance expectations. Qualifications 2+ years of experience in IT service management, service delivery, or vendor management. Experience working with Managed Service Providers or outsourced IT support models. Strong understanding of ITIL practices (Incident, Problem, Change, SLA management). Experience with ITSM platforms such as Ivanti or ServiceNow. Strong analytical and reporting skills with the ability to interpret service performance data. Demonstrated ability to drive process improvements and operational efficiency. Experience identifying automation and shift‑left opportunities. Excellent communication and stakeholder management skills. Benefits Healthcare coverage (medical, dental, vision). Retirement savings plan (401(k) with company match). Income protection programs: life, accident, disability insurance. Paid time off for sick leave, vacation, bereavement, jury duty, holidays, and wellbeing program. Commuter assistance, adoption assistance, education assistance, legal services, employee merchandise discounts. Work‑life resources and programs tailored to different life stages. Work-Life Balance Meeting-Free Fridays (encouraged) – no mandatory meetings, allowing focus on tasks. Summer Fridays: from Memorial Day to Labor Day, people may leave early to enjoy the weekend. Holiday Early Departure: early finish before company observed holidays. Work Environment & Physical Demands Ability to sit, work at a keyboard for extended periods. Ability to stoop, kneel, bend at the waist, and reach daily. Ability to lift and move up to 25 pounds occasionally. Must use visual acuity, speech, hearing, hand and eye coordination, and manual dexterity to operate a computer and office equipment. Regular hours: 40 hours per week; location: Corporate office in Houston, TX. Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job. #J-18808-Ljbffr Tailored Brands, Inc.