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A Service Delivery Analyst supports the Service Delivery Lead and our customers by producing programme level reporting, including analysis and recommendations. The Service Delivery Analyst helps implement processes designed to ensure consistently high service performance, monitors trends across programmes and provides recommendations to improve the efficiency of our programmes.
As a Service Delivery Analyst success means providing a high level of service to our customers to drive our business forward whilst focusing on profitability and risk management. The Service Delivery Analyst will be experienced in analysing data and providing solutions and recommendations to improve the business offering.
Typical duties will include:
To ensure processes and reporting for the following key areas are maintained, managed and where appropriate improved and applied across all projects:
Risk and Issue;
Change Requests;
Quality of Delivery
Dependencies;
Budgeting and Invoicing;
Time sheet analysis.
To provide reporting and analysis for senior level stakeholders and governance groups;
Ensure all Governance steps are highlighted in each of the project and programme plans and work with the PMO and Service Delivery Team to ensure these controls are met;
Drive quality in all areas through consistent, appropriate governance and assurance throughout the project lifecycle;
Build and assist in delivery of Consultant orientation sessions.
Act as the first line of support for issues, complete triage and ensure, if not solvable by you ensure that the issue is raised and tracked for closure
Tracking and monitoring of issues including escalation of issues to relevant management teams;
Produce service reporting including financial, status and MI
Knowledge management ââ¬' knowledge base articles and upkeep of known issues list;
Work with the Service Delivery Team to assist with engagements.
Education, Experience and Skills
Experience working with financial data, providing detailed analysis and recommendations
Previous experience of working with multiple stakeholders both internal and external
Excellent communication skills.
Excellent time management skills
Customer-focused attitude.
Ability to plan and execute basic analysis and/or investigation, with supporting guidance.
Demonstrates a professional behaviour, with a focus on accuracy of output.
Offers advice underpinned by professional knowledge.
Identifies and interprets a range of information to make judgements
We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company.
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