Senior Technology Service Delivery Analyst
Core
Senior analyst ensuring IT service delivery excellence, operational efficiency, and continuous improvement for global enterprise customers via ITSM processes.
Role type
Senior IC technology service delivery analyst
Builds
Production IT services and operational stability for blue-chip clients
Domain
Global enterprise IT operations and IT Service Management (ITSM)
Required skills
IT Service Management (ITSM), ServiceNow, ITIL best practices, vendor coordination, incident/problem/change management, SLA/OLA management, risk register maintenance, disaster recovery support, regulatory compliance (SOHB/ISO), KPI/SLA reporting, root cause analysis
Preferred skills
PM certification, ITIL v4 certification, outsourced IT environment experience, technical infrastructure background
Technologies
ServiceNow, Azure Portal, Azure DevOps, Git/GitHub, VMware vCenter, Microsoft 365, Microsoft Teams, SharePoint
Responsibilities
Ensure service delivery adherence to SLAs/OLAs; coordinate major incidents and provide stakeholder communications; maintain and improve existing services; prepare and analyze KPI/SLA performance reports; manage problem records and root cause analyses; ensure compliance with regulatory and internal standards; coordinate client audits
Seniority
Senior, hands-on IC