Service Delivery Analyst

Role
:

Service Delivery Analyst

Work Location:
Pune (onsite)

Hire Type:
 Contract

Duration:
12 months

Notice Period:
Immediate to 30 days

Years of experience:
4+ Years

Shift Timing:

IST Hours (Rotational)

Job Description:

As a member of the IT Service Delivery Operations team, the IT Service Delivery Analyst will be part of a team whose focus is on improving the company's technology services, ensuring incidents are promptly escalated, and tracking service metrics. To be successful at this role, IT Service Delivery Analyst will need to have a strong service-oriented mentality as they will be

working with users at all levels from within the firm. 
Role
 responsibilities include serving as a point
 
of contact for 
service
 request escalations, managing incidents and problems, and working with
 
the product team to ensure the seamless 
delivery
 of technology products.

Key job responsibilities
 include, but are not limited to:

● 
Service
 Request Management (Technology 
Service
 and Product Requests)

● Reviewing requests for accuracy

● Serving as a point of contact for escalations

● Proactively identify and communicate issues to leadership

● Work with technology partners to drive 'Continuous Improvement' of 
Service
 
Delivery
 pertaining
 
to the 
service
 desk, desktop, and application support

● Identify inefficiencies or obsolete workflows in processes or systems and implement fixes or
 
automation

● Incident, Problem, and Request Management

● Ensure adherence to AB's incident, problem, and request management framework (escalations,
 
communications, follow-up)

● Following up with incident/request owners to ensure tickets are updated and completed in
 
adherence to SLAs

● Ensure problems are accurately documented and prepared for weekly management review

● Host daily technology end of day call with technology stakeholders to review issues encountered

● Technology 
Service
 Level Management (Metrics and Reporting)

● Ensuring reports are up-to-date and correct

● Produce daily, weekly, and monthly 
Service
 
Delivery
 reports

● Produce and verify reports in ServiceNow and/or PowerBI

● Produce 
service
 level metrics for the group and management hierarchy

● Produce daily dashboard

● Work with IT and Business Stakeholders to establish SLP's, SLA's and supporting KPI's and
 
metrics.

● Notification Management

● Management of Technology notifications that are sent across the firm, including working with
 
support teams to write maintenance notifications

Job Qualifications
 (The ideal candidate should have the following):

● Excellent communication and interpersonal skills, with the ability to effectively engage and build

relationships with stakeholders at all levels.

● Ability to present clearly and confidently to a large audience.

● Ability to maintain a professional demeanor and communicate in a professional, respectful, and
 
collaborative manner.

● Exceptional analytical, problem-solving, and decision-making skills, with the ability to think
 
strategically and drive operational efficiencies.

● High-level proficiency with ServiceNow.

● Ability to organize and prioritize workload; adaptable to changing conditions and priorities.

Qualifications, Experience, Education:

● University degree or equivalent in IT discipline

● At least 4-5 years of experience in a 
service
 
delivery
 management and/or functional business
 analyst
 
role

● Solid understanding of IT 
Service
 management framework (e.g. ITIL) and best practices

Key points:

● Global 
Role

● Must be available to work in US hours

● Managing a team of 3 
Service
 
Delivery
 Analysts. APAC Shift 1,
 
EMEA Shift 1, and US Shift 1.

● Must be proficient in English, ServiceNow reporting and enhancements, and show evidence in
 
previous roles.

● Can communicate with department heads i.e., CTO, Head of Networks, Messaging and
 
communications, Applications owners

● Has a high-level understanding of IT infrastructure to gauge the severity of a problem.

● Good understanding of 
Service
 
Delivery
 for a financial firm

If interested, share your resume with