Deloitte Senior Service Delivery Analyst in Hermitage, Tennessee

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Title:Senior Service Delivery Analyst

Hiring Location:Hermitage/Nashville, TN.

Organization: Technology and Infrastructure

Job Summary

To provide support and analysis to the Service Management Team and stakeholders involved in the delivery of IT services. Conduct decision support based upon analysis of data and information. To lead and coordinate Service Delivery remediation tasks where necessary.

Position Responsibilities (including but not limited to):

The role will be responsible for a variety of tasks that will change from time to time. At times it will operate under direction and at other times expected to operate autonomously. Typical tasks will include:

  • Performance analysis of major ITS service delivery suppliers by validating and managing SLA s and KPI s and identifying areas for performance improvements

  • Oversee and provide guidance on Customer Service Tool Enhancement (Release) log and Back Log management

  • Monitor overall performance of services and timelines to deliver of the service packages for Enhancement log and Back Log

  • Analyzing data and information and taking /recommending decisions based upon data results

  • Being able to provide conclusions from data in a succinct manner (using PowerPoint or Excel products)

  • Working with customers and suppliers (both internal and external) to resolve issues, mitigate risks and realize opportunities. Following up, escalating and taking action if service delivery is not meeting expectations

  • Undertaking research and presenting findings in a manner appropriate to the audience-from project managers through to executives

  • Planning and executing activities within the assigned Service Delivery department.

  • Propose any amendments to improve processes. Develop and implement processes with client to ensure effective information flow to speed up delivery timelines

  • Removing all obstacles to customer satisfaction and / or financial performance

  • Proactively looking for trends to identify opportunities as well as issues.

  • Good communication around issues and opportunities get things done, make things happen

Knowledge & Experience Required:

  • Educated to degree level in a relevant discipline or, an equivalent combination of education, training, and experience.

  • Minimum 3 yrs. experience supporting the delivery of ITS services to advanced level.

  • 2-3 yrs. experience analyzing performance data and providing decision support to leaders in an ITSM Service Delivery environment.

  • Relevant industry certification (e.g. ITIL v3) desirable.

  • Specific experience of one or more of the following areas would be an advantage:

  • Working closely with customers on issue resolution

  • Taking an active role in supplier management

  • Participating in Incident Management

  • Problem Management

  • Continuous Service Improvement teams and processes

About Deloitte

As used in this document, Deloitte means Deloitte LLP and its subsidiaries. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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Category: Information Technology