Service Delivery Analyst

Vintti is a dynamic staffing agency bridging the gap between Latin American talent and US-based businesses. We specialize in connecting skilled professionals from Latin America with small and medium-sized businesses, startups, and firms across the United States. Our mission is to provide top-tier staffing solutions that enable US companies to access a diverse pool of talented individuals while offering exciting career opportunities to Latin American professionals. By leveraging our extensive network and deep understanding of both markets, Vintti facilitates mutually beneficial partnerships that drive growth and innovation for our clients and candidates alike.

A Service Delivery Analyst plays a crucial role in ensuring the efficient delivery of IT services within an organization. This role involves monitoring and evaluating service levels, identifying areas for improvement, and ensuring that IT services align with business needs and objectives. Service Delivery Analysts work closely with various teams to track performance metrics, manage service requests, and address any issues that arise in a timely manner. They also contribute to the continuous enhancement of service delivery processes, ensuring customer satisfaction and operational excellence are consistently achieved.

- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field
- 3+ years of experience in IT service delivery or a related role
- Strong understanding of ITIL or similar IT service management frameworks
- Excellent analytical and problem-solving skills
- Proficient in service delivery tools and systems (e.g., ITSM software like ServiceNow, Jira)
- Experience with service level management and performance monitoring
- Strong communication and interpersonal skills
- Ability to work effectively with cross-functional teams and external vendors
- Proven track record of managing service delivery projects and driving process improvements
- Ability to handle multiple tasks and prioritize effectively
- Experience with root cause analysis and developing action plans
- Knowledge of industry standards and best practices for IT service delivery
- Strong customer service orientation
- Experience in preparing and presenting service delivery reports and dashboards
- Ability to conduct regular audits of service delivery processes
- Familiarity with change management and onboarding of new services

- Monitor and manage IT service delivery performance and compliance with SLAs.
- Identify, triage, and resolve service delivery issues and incidents.
- Track and analyze service delivery metrics to identify trends and areas for improvement.
- Collaborate with internal teams and external vendors to ensure seamless service delivery.
- Prepare and distribute regular service delivery reports and performance dashboards.
- Conduct root cause analysis of recurring issues and develop action plans.
- Coordinate and participate in service review meetings with stakeholders.
- Develop and maintain service catalogs, process documentation, and standard operating procedures.
- Facilitate communication between IT teams and business units to ensure alignment on service delivery goals.
- Manage service-related projects and initiatives to drive continuous improvement.
- Handle customer service requests and ensure timely resolution of inquiries.
- Assist in the onboarding of new services, hardware, or software into existing systems.
- Perform regular audits of service delivery processes to ensure compliance with industry standards.
- Provide training and support to end-users on service delivery-related issues and processes.
- Maintain and update service delivery tools and systems to support efficient operations.

The ideal candidate for the Service Delivery Analyst role is a highly skilled professional with at least 3 years of experience in IT service delivery, underpinned by a bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. They possess a strong understanding of ITIL or similar IT service management frameworks and demonstrate excellent analytical and problem-solving skills. Proficiency in service delivery tools and systems, such as ServiceNow or Jira, equips them to manage service levels and monitor performance effectively. Their exceptional communication and interpersonal skills, combined with a collaborative spirit, allow them to work seamlessly with cross-functional teams and external vendors. The ideal candidate is a proactive problem-solver with a meticulous attention to detail and a strong focus on accuracy and quality. They excel at multitasking, managing, and prioritizing multiple responsibilities in a dynamic environment. With a customer-focused mindset, they are dedicated to enhancing user satisfaction and exhibit a strong sense of accountability and ownership over their tasks. Furthermore, they are adept at interpreting complex data and metrics, conducting root cause analyses, and developing actionable plans. Their ability to manage service-related projects, drive process improvements, conduct regular audits, and present service delivery reports underscores their strategic thinking and commitment to continuous improvement. Adaptable and flexible, this candidate thrives under pressure, meets tight deadlines, and is committed to their own personal development, demonstrating a high level of reliability, integrity, and leadership to influence and drive positive change within the organization.

- Monitor and manage IT service delivery performance and compliance with Service Level Agreements (SLAs)
- Identify, triage, and resolve service delivery issues and incidents in a timely manner
- Track and analyze service delivery metrics to identify trends and areas for improvement
- Collaborate with internal teams and external vendors to ensure seamless service delivery
- Prepare and distribute regular service delivery reports and performance dashboards
- Conduct root cause analysis of recurring issues and develop action plans to address them
- Coordinate and participate in service review meetings with stakeholders to discuss performance and improvements
- Develop and maintain service catalogs, process documentation, and standard operating procedures
- Facilitate communication between IT teams and business units to ensure alignment on service delivery goals
- Manage service-related projects and initiatives to drive continuous improvement
- Handle customer service requests and ensure timely resolution of inquiries
- Assist in the onboarding of new services, hardware, or software, ensuring smooth integration into existing systems
- Perform regular audits of service delivery processes to ensure compliance with industry standards and best practices
- Provide training and support to end-users on service delivery-related issues and processes
- Maintain and update service delivery tools and systems to support efficient operations

- Detail-oriented with a strong focus on accuracy and quality
- Proactive problem-solver with a can-do attitude
- Strong organizational and time-management skills
- Excellent multitasker able to manage and prioritize multiple responsibilities simultaneously
- Effective communicator with the ability to convey technical information to non-technical stakeholders
- Collaborative team player with strong interpersonal skills
- Customer-focused mindset dedicated to ensuring user satisfaction
- Adaptable and flexible in responding to changing priorities and demands
- Strong analytical thinker with the ability to interpret complex data and metrics
- High level of initiative and self-motivation
- Strong sense of accountability and ownership of tasks and responsibilities
- Ability to work under pressure and meet tight deadlines
- Committed to continuous improvement and personal development
- Reliable and dependable with a high level of integrity
- Strategic thinker capable of contributing to long-term service delivery goals
- Strong leadership skills with the ability to influence and drive positive change

- Competitive salary range: $70,000 - $90,000 per year
- Comprehensive health, dental, and vision insurance plans
- 401(k) retirement plan with company match
- Paid time off (PTO) including vacation days, sick leave, and holidays
- Flexible working hours and remote work options
- Professional development and training opportunities
- Employee assistance program (EAP) for personal and professional support
- Tuition reimbursement programs
- Life insurance and disability coverage
- Wellness programs and gym membership discounts
- Career advancement and promotion opportunities
- Performance-based bonuses and incentives
- Collaborative and inclusive work environment
- Paid parental leave
- Transportation and commuter benefits
- Employee recognition programs and awards