Service Delivery Analyst

Job Description:

• Manage data center service requirements and client escalations.
• Act as the primary coordination point for service-related concerns.
• Maintain professional and solutions-oriented engagement with clients.

• Clearly explain SLA terms, performance metrics, and service standards to customers.
• Ensure mutual understanding and alignment regarding contracted services.
• Monitor service performance and address gaps when necessary.

• Handle simple to moderate severity incidents.
• Apply standard incident management processes for diagnosis and resolution.
• Communicate timely updates to stakeholders and clients.
• Ensure proper documentation and tracking of tickets.

• Identify recurring incidents and determine if escalation to problem management is required.
• Ensure correct prioritization and assignment to appropriate support teams.

• Provide input in analyzing service changes.
• Collaborate with service owners and support teams regarding change impact and execution.

• Prepare and generate:
• Monthly utilization reports
• Power consumption reports
• Maintenance summaries
• Ticket summaries
• Access logs
• Incident reports
• Service advisories
• Ensure reports are accurate and ready for client presentation.

• Perform other related tasks assigned by the Department Head in support of organizational goals

Job Qualifications:

• Bachelor’s Degree in Information Technology, Computer Science, Engineering, or any related field
• At least 4 years of relevant work experience with background in Customer Service, Service Delivery, Incident Management, and Data Center Operations (preferred)
• Strong understanding of IT Service Management (ITSM) principles
• Familiarity with Incident and Problem Management processes
• Knowledge of SLA metrics, monitoring, and reporting
• Strong analytical, coordination, and communication skills
• Proficient in MS Excel, PowerPoint, and Word
• Strong presentation and technical writing skills
• Required: ITIL V4 Foundation certification
• Preferred certifications: Certified Data Center Professional (CDCP), Cisco Customer Success Manager (CSM), CCNA Data Center
• May be required to participate in incident bridge calls and client meetings when needed