Deskripsi Pekerjaan
Join our dynamic IT team as an IT Service Delivery Analyst and become the backbone of our operational excellence! In this critical role, you'll orchestrate daily IT shared services operations to ensure seamless service delivery, maintain stringent SLA compliance, and drive exceptional customer satisfaction KPIs. You'll collaborate cross-functionally to resolve technical escalations, implement process improvements, and maintain service documentation. This position offers the opportunity to shape our service delivery framework while working in a fast-paced environment where your analytical skills directly impact organizational efficiency and user experience. If you thrive in operational excellence and possess a passion for optimizing IT services, we invite you to apply and contribute to our commitment to technological innovation.
Tanggung Jawab
- Monitor and manage daily IT shared services operations to ensure service delivery targets are met
- Oversee SLA compliance and customer satisfaction KPIs across all IT service offerings
- Coordinate incident resolution, change management, and service request fulfillment
- Generate performance reports and analytics for continuous service improvement
- Act as primary liaison between IT teams and business stakeholders
- Implement and maintain IT service management documentation and procedures
- Identify process optimization opportunities and drive service enhancement initiatives
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, or related field
- 3+ years of experience in IT service delivery or operations management
- Strong knowledge of ITIL framework and service management best practices
- Proven experience with SLA/KPI monitoring and reporting tools
- Excellent problem-solving and stakeholder communication skills
- Certification in IT Service Management (ITIL/CSM) preferred
- Proficiency in IT service management platforms (e.g., ServiceNow, Jira)