indeed
Service Delivery Analyst
TAWANTECH
Riyadh, KSA
Full-time
Onsite
Discovered 2 weeks ago
IT service managementITILIncident managementProblem managementChange managementService request management
Free
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IT service managementITILIncident management
Role Overview
Support the effective delivery of technology services by monitoring service performance and coordinating operational activities.
Ensure incidents, requests, and service commitments are managed according to agreed service levels.
Key Skills for This Role
IT service managementITILIncident managementProblem managementChange managementService request management
Full Job Posting
Purpose
Support the effective delivery of technology services by monitoring service performance and coordinating operational activities.
Ensure incidents, requests, and service commitments are managed according to agreed service levels.
Main Duties and Responsibilities
- Monitor technology service performance against agreed SLAs and operational targets.
- Coordinate service requests, incidents, and operational issues with relevant technology teams.
- Track service delivery metrics and identify performance gaps or recurring issues.
- Support incident, problem, change, and service request management processes.
- Coordinate with internal teams and external service providers to support service continuity.
- Prepare service performance reports and operational dashboards.
- Maintain service documentation, records, and operational procedures.
- Support service review meetings and follow up on agreed improvement actions.
- Identify opportunities to improve service quality and operational efficiency.
- Escalate service risks and issues according to established procedures.
Qualifications and Requirements
- Bachelor’s degree in IT, Computer Science, Business, or a related field.
- At least two years of experience in Service Delivery, IT Service Management, or IT Operations.
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