Senior Technology Service Delivery Analyst

The successful candidate will actively contribute to service delivery excellence, drive operational efficiency, and support continuous service improvement initiatives while ensuring alignment with business objectives and customer expectations.

Main Responsibilities

Service Delivery Management

• Ensure service delivery for all assigned customers in accordance with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Support Service Operations processes, including Incident, Request, and Problem Management.
• Coordinate and follow major incidents from identification through resolution, collaborating with multiple teams and departments.
• Provide clear and regular communications to stakeholders during major incidents.
• Maintain, monitor, and continuously improve existing services.
• Act as a point of escalation for customers regarding service quality and operational issues.
• Identify project risks and issues, maintaining risk registers and issue logs.
• Ensure operational procedures are executed effectively.
• Support the testing and monitoring of Disaster Recovery (DR) procedures.

Reporting

• Maintain high levels of customer satisfaction through proactive service quality management.
• Prepare, analyse, and present KPI and SLA performance reports on a daily, weekly, and monthly basis.
• Own and deliver structured major incident reports, ensuring accuracy, completeness, and timely distribution.
• Provide meaningful analysis of staff performance, identifying strengths and areas for improvement.
• Monitor customer satisfaction trends and recommend improvement actions where necessary.

Problem Management

• Manage Problem Management activities, ensuring adherence to processes and timely resolution of underlying issues.
• Maintain accurate and comprehensive problem records, including root cause analyses, actions, and outcomes.
• Monitor and control the lifecycle of problem records, ensuring proper prioritisation and progress tracking.

Compliance

• Ensure all project and operational documentation is maintained accurately and complies with regulatory and internal standards, including SOHB and ISO frameworks.
• Provide guidance on and validate configuration changes, including categories, accounts, escalations, notifications, assets, and forms.
• Ensure processes meet customer requirements relating to information security, compliance, and governance.
• Promote adherence to processes and procedures across teams.
• Coordinate and support client audits, ensuring timely provision of documentation and well-structured responses to IT-related queries.

Profile

Education
• Degree in Information Technology or equivalent relevant experience.

Experience
• 3–7 years of experience in IT Service Delivery.
• Experience working with OLAs and managing internal customers.
• Experience working with auditors, controls, and supporting documentation.
• Experience managing vendors and budgets.
• Experience with Incident, Problem, and Change Management processes.
• Experience within outsourced IT environments is desirable.
• Technical background in infrastructure is required.

Professional Qualifications
• PM certification is desirable.
• ITIL v4 certification with practical experience working within an ITIL environment.

Competencies

• Strong leadership and influencing capabilities.
• Excellent presentation and communication skills.
• Strong documentation skills.

Computer / Office Software Knowledge

• Azure Portal and Azure DevOps
• Git/GitHub and VMware vCenter
• Microsoft 365 (Outlook, Word, Excel, PowerPoint)
• Microsoft Teams and SharePoint

Mindset and Behaviour

• Strong communication and cross-team collaboration skills.
• Analytical and problem-solving mindset.
• Ability to work proactively and independently on complex technical challenges.
• Ownership mindset with strong attention to reliability and scalability.
• Excellent time management skills with the ability to work to tight deadlines.

Language Requirements

English: Mandatory speaking, reading, writing, and listening skills.

As a vital team member and in return for your expertise, inclusive approach and commitment, we'll provide a favourable salary and the chance to join a passionate and welcoming team. Benefits As a truly global business, we tailor benefits to each location to safeguard our people and respect local cultures and ways of working. Our people are our greatest asset, and we invest in talent development. Join our global network, and you will benefit from education support, sponsorship and in-house training programs.

Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.