Service Delivery Analyst

Job Description

• Monitoring and managing Jira Ticketing System, Incident, Service Request, Change Management and Problem Management for SGBU.
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for pre and post-incident reviews
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
• Developing a deep understanding of projects to gain insights into the scope of service delivery
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization•Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
• Providing accurate and regular reports to the management on performance of the service delivery•Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
• Collaborating with technical design teams to set standards for software, hardware, and security
• Making sure that security vulnerability patches are applied effectively and promptly for all managed systems under SGBU.Operating Network

Requirement

• Possess Technical Degree preferably in IT.
• TIL Foundation or higher certification is a must
• At least 3 to 5 years experience in Logistics environment
• Experienced in Service Delivery Management
• Knowledge in Jira Ticketing system is an added advantage
• Knowledge in any scripting languages and API Management is an added advantage•Knowledge in Google Workspace is an added advantage•Good to have a Project Management skill set.
• Strong written and verbal communication skills