IT Service Delivery Analyst

The IT Service Delivery Analyst is responsible for developing, leading, monitoring, and tracking IT Service Business Practices, including Change Management, Problem Management, Incident Management, Request Management, CMDB Health, and the IT Questionnaire (ITQ). This role ensures compliance and active engagement across IT, develops and implements processes and controls to maintain service quality, and manages day-to-day Service Management issues. Responsibilities include developing, producing, reviewing, and reporting service metrics (KPIs), coordinating activities between teams for service provision and incident remediation, analyzing and reporting actual service performance against SLOs, championing service improvements, administering IS Service Management software, and developing and presenting training on IS Service processes. Ensuring appropriate Service Level Objectives (SLOs) are in place for new services is also a key duty.