Service Delivery Analyst

About the Role

TAWANTECH is seeking a Service Delivery Analyst to join our team. This full-time role involves supporting the effective delivery of technology services by monitoring performance, coordinating operational activities, and ensuring service commitments are met. The position requires 2-5 years of relevant experience.

Role Purpose

The primary purpose of this role is to ensure that technology services are delivered efficiently and in accordance with established service level agreements. This includes managing incidents, requests, and overall service commitments to maintain high operational standards and service continuity.

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

• Bachelor’s degree in IT, Computer Science, Business, or a related field.
• 2-5 years of experience in Service Delivery, IT Service Management, or IT Operations.
• Good knowledge of ITIL and IT Service Management processes.
• Experience in Incident, Problem, Change, and Service Request Management.
• Experience in SLA/KPI monitoring, reporting, and service performance tracking.
• Experience with ITSM tools.
• Experience in Banking, FinTech, or Payment environments is preferred.

Required Skills

• Strong communication skills.
• Analytical skills.
• Stakeholder management skills.

Application Process

Candidates who meet the above qualifications are encouraged to apply.