Service Delivery Analyst position aims at operating different defined service operation tasks and assisting Service Delivery Managers to support APAC customers:

• Manage the relationship with major stakeholders of the domain in APAC
• Build a strong relationship with our internal customers in APAC
• Being the primary contact point for the Business IT (project initiation, production incident escalation, budget definition and tracking, strategy, alignment ...)
• Arrange regular meetings with the Business to track project progress by following the Business portfolio of infrastructure projects, review incidents and review the Service Level
• Manage the relationship with the business lines throughout Asia. Perform regular Customer Satisfaction survey and propose improvement plans

Key Responsibilities

Operating different defined service operation tasks and assisting Service Delivery Manager to support APAC customers:

• Manage relationship with major stakeholders in APAC
• Perform regular customer satisfaction survey & propose improvement plans
• Oversee, prioritize and/or coordinate daily service delivery (REQ, INC, PRB, CHG) and project delivery with stakeholders in APAC
• Prepare and coordinate complex drills in HK and SG (Disaster Recovery, Network Isolations, etc.)
• Single Point of Contact for APAC clients for any IT Infrastructure topics (audit preparation, cost analysis, production incident escalation, etc…)
• Organize, run and/or participate in regular governance meetings with stakeholders in APAC
• Budget requirements gathering, follow-up & monitoring
• Publications and/or presentation of ITIP dashboards focused on APAC clients (KPIs/KRIs to be defined with APAC clients input)

In addition, Service Delivery Analyst has to cover periodic SDM non-business hours support-rota with Service Delivery Managers in order to be part of APAC IT Production team to support ad hoc or planned infrastructure activities outside business hours:

• Support transversal coordination of weekend scheduled activities
• Coordination of production incidents management

Competencies (Technical / Behavioral)