Service Delivery Analyst

About the Role

TawanTech is seeking a Service Delivery Analyst to join their team in Riyadh, Riyadh Province. This full-time role is essential for ensuring the effective delivery of technology services by monitoring performance, coordinating operational activities, and managing service commitments.

Role Purpose

The primary purpose of this position is to support the operational efficiency of technology services. The Service Delivery Analyst will be responsible for overseeing service performance, coordinating various operational tasks, and ensuring that all incidents, requests, and service commitments are met 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

• 2-5 years of relevant professional experience.
• Experience in Banking, FinTech, or Payment environments is preferred.

Work Type and Location

This is a full-time position based in Riyadh, Riyadh Province. The salary for this role will be discussed during the interview process.

Application Process

Candidates who meet the outlined requirements are encouraged to apply for this role at TawanTech.