Service Delivery Analyst Job Description

Service Delivery Analyst Job Description

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Service delivery analyst provides vendors with input and recommendations regarding issues and improvements to the operations of systems and processes supported.

Service Delivery Analyst Duties & Responsibilities

To write an effective service delivery analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included service delivery analyst job description templates that you can modify and use.

Sample responsibilities for this position include:

Develops process maps, conceptual design documents, including project definition, alternative solutions, scope of work, functional specifications, and logical skeletons for new systems
Identifies requirements for testing, develops test plans and scripts and coordinates test transmissions, as required
Participate in external review meetings as requested (with the Business)
Providing training for support and leading virtual service teams in regards to the service
Maintain an awareness of industry developments and company strategies and incorporate them into asset lifecycle plans and strategies
Leading and managing implementation projects revolving around third party applications or custom-built software
Analyzing existing workflows and solution capabilities
Creating, managing and maintaining process diagrams and process definition documents
Gathering and analyzing requirements to improve existing processes
Defining process metrics and KPIs

Service Delivery Analyst Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Service Delivery Analyst

List any licenses or certifications required by the position: ITIL, CCNP, CCIE, V3, PMP, MCSE, EMC, LEAN, V4, APICS

Education for Service Delivery Analyst

Typically a job would require a certain level of education.

Employers hiring for the service delivery analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Business, Computer Science, Education, Technical, Engineering, Finance, Information Systems, Information Technology, Business/Administration, Administration

Skills for Service Delivery Analyst

Desired skills for service delivery analyst include:

ITIL v3 framework
ITSM systems
Policy and processes to ensure consistent competency and KPIs are met
Infrastructure technologies
SQL
Systems supported
Drive/document improvements utilizing Problem Management
Quality
SWAT
Systems supported to review and advise on change requests impacting production environments

Desired experience for service delivery analyst includes:

Deep understanding of service management principles, specifically the ITIL framework
Flexible/can-do attitude and disposition
Resolution and results driven
Ability to manage high volume under tight delivery deadline
Basis knowledge on project management and technology
Understand IT regulatory guidelines and firm standard policies

Service Delivery Analyst Examples

1

Service Delivery Analyst Job Description

Job Description Example
Our company is looking for a service delivery analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service delivery analyst
  • Assisting in managing the Enterprise Project Management Office
  • Analyze, manage and support ongoing enhancements, issues, and requests with regard to IT Service Management tool workflow and governance
  • Coordinate activities/implementations with other projects, work groups, and management at all levels
  • Projects and assignments are complex in scope and typically cross functional lines
  • Has the ability to independently troubleshoot call center telephony systems to ensure secure user access, system stability and provide detailed analysis to determine optimal configuration and performance
  • Proactively manages the configuration of the center support platform and make changes/additions in real-time based on requests from Operations leadership/management
  • Support the day-to-day IS Operations of the Business Shared Services sites
  • Management of the Control and Risk Management related IS activities, documentation
  • SIM/SIL activities business and/or IS driven programmes and projects
  • Project Management of local and global IT projects
Qualifications for service delivery analyst
  • Regular project update and achievement
  • Be flexible in adapting changes and take challenges
  • Bachelor's degree or equivalent work experience &/or specialized training in Business Administration, Finance or other quantitative field
  • Bachelor’s degree with a concentration in Accounting or Finance or comparable work experience
  • 2-3 years of similar line of business
  • A general knowledge of the security industry and trade practices
2

Service Delivery Analyst Job Description

Job Description Example
Our growing company is looking for a service delivery analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for service delivery analyst
  • Develop and manage relationships with business and IS partners, stakeholders
  • Business as Usual support contact for the SSCs and BPOs
  • Support the delivery of IS services
  • Re-establish and maintain ways of working with the business community
  • Participate as SIL or SIM on business driven projects
  • Manage and support local and global IT projects Monitor shared mailbox of the function
  • Ensures that service level agreements are complete and cost effective
  • Ensures operational methods, procedures, facilities and tools are established, reviewed and maintained
  • Reviews service delivery to ensure that targets are met and prepares proposals to meet forecast changes in the level or type of service
  • Influences senior-level customers and project teams through change management initiatives, ensuring that professional standards are maintained
Qualifications for service delivery analyst
  • Working knowledge of Oracle DBs and XML
  • Knowledge of end-to-end systems development life • Proficiency in business modeling and requirements definition disciplines through Unified Modeling Language (UML), use cases
  • Obtain, review and manage roster of approximately 3,500 client users
  • Create schedule for all home office and remote users over the course of the PC Refresh Project
  • Use Outlook to schedule individual PC Refresh drop off/pick up times
  • Work with PC Refresh coordinator, project manager and deployment vendor to coordinate schedules and tasks
3

Service Delivery Analyst Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of service delivery analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for service delivery analyst
  • Maintains a broad understanding of the commercial IT environment, how the organization sources, deploys and manages external partners and when it is appropriate to use in-house resources
  • Leads to the development and management of agreements with suppliers to meet key performance indicators and agreed targets
  • Is responsible for the liaison between the user organization and designated suppliers
  • Ensures that supplier performance is properly monitored and regularly reviewed
  • Maintains a broad understanding of the commercial IT environment, how the organization sources, deploys and manages external partners and when it is appropriate to use in-house resource
  • Works with client/user representatives to determine service level requirements
  • Manages customer expectations and perceptions in order to optimize customer satisfaction
  • Ensures that the necessary arrangements are in place to meet appropriate RISK requirements (Safe Harbor/Privacy, SOX, Information Security Risk Assessments, Segregation of Duty, adhoc audit requirements, etc…)
  • Monitors the effectiveness of all service level management tools and processes in use
  • Ensures that users in own organization are aware of the terms and conditions of contracts, and deal appropriately with suppliers
Qualifications for service delivery analyst
  • Work in PC Refresh-drop off/pick up room to check in/check out users
  • Ensure that all defined, agreed upon I.S
  • Analyze service level reports and provide daily/weekly/monthly summaries to Associate Director, I.S
  • Contact and discuss with users and teams to review dissatisfied customer surveys and coordinate improvement opportunities
  • Monitors and improves the effectiveness and efficiencies of I.S
  • Experience with End User Service Delivery for areas such as Desktop Support, Multi-Function Printing, Audio-Visual Services, Electronic Badging Systems
4

Service Delivery Analyst Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of service delivery analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for service delivery analyst
  • Accountable for management activities (demand management, renewals, entitlement and deployment reporting)
  • Identify issues, improvement opportunities, and risks for escalation
  • Records and maintains control of inventory items
  • Data mapping activities within the defined Discovery, Tracking, and Entitlement systems
  • Works directly with business teams to identify analytical requirements
  • Coordinates with other stakeholders to resolve complex licensing queries and issues
  • Future opportunity to review/optimizes consumption to maximize value of spend
  • Report on compliance with contractual and licensing models for assigned software products
  • Management of local GDBS AOP and Risk and Opportunity (RnO), and project budgets
  • Other BAU type activities („Hands ’n’ Eyes” support, escalations)
Qualifications for service delivery analyst
  • Bachelor or Master degree in IT field
  • Has experience in project management
  • Solid track record of customer focused mindset and stakeholder engagement within Projectised and Operational environment
  • Self-directed and outcome focused
  • Experience in HR is desirable
  • Proven ability to quickly master understanding of program processes and procedures
5

Service Delivery Analyst Job Description

Job Description Example
Our company is growing rapidly and is looking for a service delivery analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for service delivery analyst
  • Utilizes appropriate reporting tools
  • Review and monitor service performance to vendor contract including maintenance of business activities, improvement activities, feedback (This will be the primary function of the role) • Function as initial point of contact on day-to-day operational, process, and performance items
  • Coordinate activities between various teams as needed to facilitate the provision of the services and incident remediation • Use technical knowledge and communication skills to lead major incident service restoration and problem management activities
  • Assist in tracking all financial transactions impacting the business unit
  • Prepare and monitor financial forecasts to ensure expenditures are within budget, accurately recorded and appropriately classified (capex/opex)
  • Assists in monthly forecast reporting as necessary to ensure deadlines are met, including weekly deck and tracker updates
  • Produce financial and performance reporting on regular basis to assist in evaluation and maintenance of monthly forecast cycle
  • Reconcile transactions by account, project or entity by comparing and correcting data
  • Assists in annual budgeted process as required
  • Liaise with internal business teams, legal, procurement & our external partners to produce intelligible Work Orders that align with the company's contract standards
Qualifications for service delivery analyst
  • BA/BS degree or equivalent of I.S
  • Minimum Bachelor's Degree in Computer Science, Information Systems, Engineering, Business Administration, or other related field
  • Preferred Master's Degree in Computer Science, Information Systems, Engineering, Business Administration, or other related field
  • Manages Complexity – works effectively in a complex environment
  • Ability to understand how IT service management processes work together, incident management process, change management process, service level management, system availability management
  • Documentation-centric

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