Service Delivery Analyst

Purpose:

To support the effective delivery of technology services by monitoring service performance, coordinating operational activities, and ensuring incidents, requests, and service commitments are managed in accordance with agreed service levels.

Main Duties and Responsibilities:

• Monitor technology service performance against agreed SLAs and operational targets.
• Coordinate service requests, incidents, and operational issues with relevant technology teams.
• Track service delivery metrics and identify performance gaps or recurring issues.
• Support incident, problem, change, and service request management processes.
• Coordinate with internal teams and external service providers to support service continuity.
• Prepare service performance reports and operational dashboards.
• Maintain service documentation, records, and operational procedures.
• Support service review meetings and follow up on agreed improvement actions.
• Identify opportunities to improve service quality and operational efficiency.
• Escalate service risks and issues in accordance with established procedures.

QUALIFICATIONS & REQUIREMENTS:

• Bachelor’s degree in IT, Computer Science, Business, or a related field.
• 2+ years of experience in Service Delivery, IT Service Management, or IT Operations.
• Good knowledge of ITIL and IT Service Management processes.
• Experience in Incident, Problem, Change, and Service Request Management.
• Experience in SLA/KPI monitoring, reporting, and service performance tracking.
• Experience with ITSM tools.
• Strong communication, analytical, and stakeholder management skills.
• Experience in Banking, FinTech, or Payment environments is preferred.