Service Delivery Analyst

Job description

The role supports effective delivery of technology services. Monitors service performance against agreed SLAs and operational targets. Coordinates service requests, incidents, and operational issues with relevant technology teams. Tracks service delivery metrics and identifies performance gaps or recurring issues. Supports incident, problem, change, and service request management processes. Coordinates with internal teams and external providers to ensure service continuity. Prepares service performance reports and operational dashboards. Maintains service documentation, records, and procedures. Participates in service review meetings and follows up on improvement actions. Identifies opportunities to improve service quality and operational efficiency. Escalates service risks and issues according to established procedures.

Requirements

• Bachelor’s degree in IT, Computer Science, Business or related field
• 2+ years 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 preferred.

Skills