The Service Delivery Analyst (SDA) plays a key role in ensuring the delivery of high-quality IT services that meet business needs. Aligned with ITIL® 4 principles, the SDA supports the Service Value System (SVS) by coordinating processes, monitoring service performance, and driving continual improvement across the IT service lifecycle. This role bridges the gap between technical operations and service management, focusing on delivering value, ensuring reliability, and improving user experience.
Operating within the Service Management practices (such as Incident Management, Problem Management, Service Request Management, and Service Level Management), the SDA helps optimize the value streams that support seamless service delivery and business outcomes and support the delivery of the service as outlined by the Service Delivery Manager.
Core Responsibilities
Area | Responsibility |
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Service Monitoring & Reporting | - Monitor service performance and ensure compliance with SLAs/OLAs.
Produce dashboards and reports using service metrics and KPIs. Identify trends and anomalies across incidents, requests, and changes.
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Process Coordination | Ensure process adherence across ITIL practices (incident, request, change). Act as a liaison between service teams and business units to ensure consistent service delivery. Participate in service reviews and governance meetings.
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Incident & Problem Support | Escalate and follow up on major incidents and recurring problems. Analyze root causes and contribute to post-incident reviews. Support Problem Management by identifying trends and known errors.
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Service Request Fulfillment | |
Service Improvement | Identify and propose improvements in service operations (aligned with Continual Improvement practice). Participate in initiatives to reduce incident volume and improve efficiency. Contribute to service maturity assessments and CSI register updates.
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Customer Experience & Communication | Serve as a point of contact for service-related queries and issues. Communicate clearly with users and stakeholders about service statuses, disruptions, and improvements. Gather user feedback and support Experience Level Agreement (XLA) initiatives.
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Tool & Data Management | Leverage ITSM tools (e.g., ServiceNow, TeamDynamix) for workflow automation and service insights. Ensure accurate data entry and service record quality in the CMDB and service catalog. Help design and refine dashboards, views, and SLA monitors.
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