Service Delivery Analyst

Job Summary

The Service Delivery Analyst is responsible for ensuring seamless day-to-day service operations by acting as the primary point of contact for internal and external stakeholders. This role focuses on service coordination, SLA adherence, issue tracking, stakeholder communication, and operational reporting to ensure high levels of service quality and customer satisfaction.

• Act as the primary point of contact for service-related inquiries and issues raised by internal teams and external users.
• Ensure client and project stakeholder satisfaction by consistently meeting deliverable requirements, agreed service levels (SLAs), and performance targets while minimizing rework.
• Coordinate with L2 Support teams to track, review, and follow up on ticket updates, ensuring timely resolution in compliance with SLA timelines.
• Participate in periodic service reviews to monitor ticket progress, identify risks, and drive corrective actions where required.
• Step in as a backup resource during contingency or critical situations to ensure continuity of operations.
• Perform administrative and operational tasks, including the preparation of ad-hoc and recurring reports.
• Gather, interpret, and analyze operational data to provide actionable insights aimed at improving service processes and optimizing performance.
• Maintain clear and effective communication with stakeholders, providing regular status updates and escalation management when necessary.
• Support continuous service improvement initiatives through process documentation and performance analysis.

• Strong stakeholder and client communication skills.
• Experience working in SLA-driven support or service delivery environments.
• Ability to coordinate across multiple support teams (L1/L2).
• Strong analytical and reporting skills (Excel or similar tools).
• Excellent follow-up, tracking, and organizational skills.
• Ability to work under pressure and manage multiple priorities.

• Experience in IT Service Management or Operations roles.
• Familiarity with ticketing systems and incident management processes.
• Exposure to banking, financial services, or enterprise IT environments is an advantage.