Service Delivery Analyst

Role Overview

Service Delivery Analyst at TAWANTECH. The role supports the effective delivery of technology services through monitoring service performance, coordinating operational activities, and ensuring incidents, requests, and service commitments are managed in accordance with agreed service levels.

Role Purpose

To monitor technology service performance against agreed SLAs and operational targets, coordinate service requests and incidents with relevant technology teams, track service delivery metrics, and identify performance gaps or recurring issues.

Key Responsibilities

Service Monitoring & Performance Tracking

• Monitor technology service performance against agreed SLAs and operational targets.
• Track service delivery metrics and identify performance gaps or recurring issues.
• Prepare service performance reports and operational dashboards.

Incident & Request Management

• Support incident, problem, change, and service request management processes.
• Coordinate service requests, incidents, and operational issues with relevant technology teams.
• Coordinate with internal teams and external service providers to support service continuity.

Service Operations & Documentation

• Maintain service documentation, records, and operational procedures.
• Support service review meetings and follow up on agreed improvement actions.

Continuous Improvement

• Identify opportunities to improve service quality and operational efficiency.
• Escalate service risks and issues in accordance with established procedures.

Qualifications & Experience

• 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.
• Experience in Banking, FinTech, or Payment environments is preferred.

Skills & Competencies

• Strong communication skills.
• Analytical skills.
• Stakeholder management skills.