Service Delivery Analyst

Overview

The Service Delivery Analyst plays a critical role in ensuring the effective delivery of IT services across the organization. This role bridges business needs and technical capabilities, focusing on incident and problem management, process improvement, and service performance monitoring. The analyst will work closely with cross-functional teams, vendors, and leadership to ensure service excellence and continuous improvement.

• Serve as the primary point of contact for escalated service delivery issues and ensure timely resolution.
• Monitor and analyze service performance metrics (SLAs, KPIs) to identify trends, gaps, and opportunities for improvement.
• Collaborate with IT teams and business stakeholders to ensure business continuity for all IT supported systems including but not limited to POS & peripherals, Network, SAP, Computers, Printers, Phones, etc.
• Provide formal communications regarding major outages and document root cause analysis related to outages.
• Support the configuration and optimization of ITSM tools (e.g., Service Now), including incident, change, request, and asset management modules.
• Develop and maintain dashboards and reports to communicate service performance and improvement initiatives.
• Participate in root cause analysis and problem management to prevent recurring issues.
• Assist in vendor management and coordination of third-party support services.
• Contribute to the development and execution of the IT service delivery roadmap and strategic initiatives.

• Bachelor’s degree in information technology, Business Administration, or a related field.
• 2–4 years of experience in IT service delivery, support operations, and 3rd level support experience with Retail/Dining POS systems.
• Familiarity with ITIL framework and best practices (certification preferred).
• Experience with Service Now or similar ITSM platforms.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.

• Experience supporting regional or multi-site IT operations.