Service Delivery Analyst II

Wildfire Defense Systems, Inc. (“ WDS ”) is a Qualified Insurance Resource (QIR) operating the largest private sector wildfire service in the nation, encompassing a 22-state service area and specializing in wildfire education, loss prevention, and wildfire response services. Qualified Insurance Resources are defined as NWCG qualified or equivalent, wildland engines, tenders, hand crews, fire/liaison officers, and personnel working for or contracted by an insurance company with a mission to mitigate impacts on insured structures threatened by wildfire.

WDS holds contracts with insurance companies to provide wildfire loss prevention services. WDS fields experienced, highly trained, safety-focused wildfire officers and fire personnel that hold a wide range of Federal Wildfire Incident Command position classifications necessary to meet or exceed all federal wildfire operation standards and codes including all requirements of the National Wildfire Coordinating Group (“ NWCG ”) or equivalent.

WDS is capable of providing more than 180 wildland engines and hundreds of fire personnel and support personnel.

WDS has served large and small insurance clients since 2008.

The Service Delivery Analyst II is a year-round support position within the Professional Services Business Unit at Wildfire Defense Systems. This position is responsible for ensuring the effective delivery of services, managing performance metrics, and supporting operational excellence within the organization.

This position reports to the Service Delivery Optimization (SDO) Manager and is within the Service Delivery Optimization Department of Professional Services.

• Assist in managing team member workflows and upper-level communications. Examples include:
• Managing Surge Management Team
• Manage and delegate interdepartmental communications
• Manage Project and Priority distribution amongst team members

• Responsible for tracking and analyzing service delivery performance metrics, ensuring that services meet established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Examples include:
• Provide quality control of operational processes
• Analyzing real time data and reporting to leadership and field employees to maintain feedback and improvement loops daily

• Maintain client and internal dashboard reporting that provide insights into service performance, communicate services performed for clients, and help inform decision-making and strategic planning. Examples include :
• Provide processing and quality control of property reports
• Provide processing and quality control of daily shift reports for billing purposes
• Provide needed reporting and analytics to senior leadership
• Act as a point of contact for service-related issues, providing recommendations for improvements and ensuring timely resolution of problems. Examples include:
• Identify issues, improvement opportunities, and risks for escalation
• Involved in financial reporting related to service delivery operations. Examples include:
• Review field expenses for proper documentation and stewardship
• Oversee the process and management of company travel platforms
• Assist with QA/QC of field personnel work assignments to ensure proper accountability for billing purposes

• They collaborate with various stakeholders, including vendors and internal teams, to align technology solutions with business objectives and improve service delivery processes. Examples include:
• Training both seasonal and field employees
• Assist SDO Manager in special projects and assignments
• Other duties as assigned
• Proven software competency, i.e., MS Office Suite,…