Senior Service Delivery Analyst (hyrid)

The Role

As a Senior IT Service Delivery Analyst, you will be responsible for supporting the IT Services Manager in ensuring the efficient and effective delivery of IT services. This role involves Deputising to cover many aspects of IT Service Management and Delivery including but not limited to Managing Major Incidents, Managing the internal Change Advisory Board, analysing problems, and working with our partner organisations to continuously improve IT service delivery processes. 

  PRINCIPLE ACCOUNTABILITIES 

1. Support the Service Delivery Manager:  Day-to-day operations including the IT Service management Inbox and IT Service Delivery ITSM queues.  

2. Lead Change Management Advisory Board: Ensuring proper documentation and ensuring accountability for groups involved in changes as well as follow up for failed change and remedial activity. 

3. Manage incident response processes: Supporting managed service provider with escalation, and resolution tracking. 

4. Facilitate Issue Management activities: Collaborating with internal and supplier teams to ensure adequate follow up, including assisting with root cause analysis and prevention of recurring issues. 

5. Conduct analysis to optimize IT service delivery and identify areas for improvement as well as quality improvement and initiatives. 

6. Knowledge Management: Maintain Hub site with initiatives and knowledge to keep the customer informed as well as creating KB documentation for known issues  

7. Maintain and update service level agreements (SLAs) and key performance indicators (KPIs). Build and maintain dashboards and verify using other analytical methods for quality purposes.  

8. Deputizes for IT Services Manager and Change management function