Senior Service Delivery Anaylst, I & DD

The Role:

This role involves service management and performance and quality management. Working with physical and virtual teams you will be liaising with a variety of stakeholders including third party providers and Worley s Senior Leadership, building strong relationships to enable effective communication between departments and IT providers.

Responsibilities will include:

• Monitoring of IT services and VIP support functions to ensure optimal service
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews. Ensure every problem reported from the region is serviced in line with the customer expectations and SLAs agreed with service partners
• Analyzing third-party as well as internal processes, creating and recommending strategies for service delivery optimization
• Act as voice of customer on behalf of the senior leadership within the region.
• Providing accurate and regular reports to the management on performance of the service delivery in the region
• Building strong relationships with service partner teams and internal stakeholders to enable effective dialogue exchange between departments and IT partners

About You

To be considered for this role it is envisaged you will possess the following attributes:

• 8+ years of experience in an IT service analyst role or similar in a large global process based organisation
• Sound knowledge of escalation procedures, incident management, problem management, asset management, configuration management and other disciplines related to service delivery
• Information Technology Infrastructure Library (ITIL) Certification
• Excellent relationship building and stakeholder management skills
• A great communicator (verbal and written)
• Tertiary qualifications in Engineering preferred
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