The Service Delivery Analyst will be responsible for supporting the smooth running of our Customers and GBS infrastructure ensuring they get maximum benefits.
The Service Delivery will support the Leadership in the KPI’s and stakeholder management, SLA’s and OLA’s contracts and compile performance indicators in order to maximize the performance of the Areas of Service.
Also, will create action plans and support the implementation of processes improvement projects to anticipate deviations on performance or results.
Review operational performance against targets and ensure that SLA’s & OLA’s are achieved and client expectations are met;
Create and manage action plans and support the implementation of processes improvement projects together with Leadership;
Help the operations team to ‘build bridges’ and build services relationships with clients and others areas;
Facilitate escalations and liaise with management to address issues;
Control and support the service delivery;
Attend client service review meetings covering performance reports, service improvements, quality and processes.
Graduated in Business Administration, Economics or related areas;
Knowledge in Six Sigma, Lean or Processes improvement techniques;
Experience in Process Standardization and Performance Indicators;
Full professional proficiency in English / A high level of oral and written communication skills in order to communicate effectively with senior managers, colleagues and other stakeholders;
Highly analytical in problem solving;
Original and innovative thinking;
To be flexible in approach and be comfortable with a fluid organizational structure that requires both team work and self-sufficiency as necessary, with the ability to work under minimal supervision;
Be Service Delivery and Results Oriented.