Service Delivery Analyst

About the Role

Neoleap is seeking a Service Delivery Analyst to join our team in Riyadh, Saudi Arabia. This full-time role is essential for ensuring the effective delivery of technology services by monitoring performance, coordinating operational activities, and managing service commitments in line with agreed service levels.

Role Purpose

The primary purpose of this position is to support the operational efficiency and quality of technology services. The Service Delivery Analyst will play a key role in maintaining service performance, addressing operational issues, and ensuring that all incidents, requests, and service commitments are handled according to established service level agreements (SLAs).

Key Responsibilities

• Monitor technology service performance against agreed SLAs and operational targets.
• Coordinate service requests, incidents, and operational issues with relevant technology teams.
• Track service delivery metrics and identify performance gaps or recurring issues.
• Support incident, problem, change, and service request management processes.
• Coordinate with internal teams and external service providers to support service continuity.
• Prepare service performance reports and operational dashboards.
• Maintain service documentation, records, and operational procedures.
• Support service review meetings and follow up on agreed improvement actions.
• Identify opportunities to improve service quality and operational efficiency.
• Escalate service risks and issues in accordance with established procedures.

Qualifications and Experience

Candidates for this role should possess 2-5 years of relevant experience in service delivery or a related technology operations field. A strong understanding of IT service management principles and practices is expected.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia. The Service Delivery Analyst will work within a dynamic technology environment, collaborating with various internal teams and external partners to ensure seamless service operations.

Application Process

We invite qualified candidates to apply for this position. The salary for this role will be discussed during the interview process.