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.

REQUIREMENTS:

• 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.