Job Description

The Service Delivery Analyst plays a critical role in ensuring the effective delivery of IT services across the organization. This role bridges business needs and technical capabilities, focusing on incident and problem management, process improvement, and service performance monitoring. The analyst will work closely with cross-functional teams, vendors, and leadership to ensure service excellence and continuous improvement.

Key Responsibilities

• Serve as the primary point of contact for escalated service delivery issues and ensure timely resolution.
• Monitor and analyze service performance metrics (SLAs, KPIs) to identify trends, gaps, and opportunities for improvement.
• Collaborate with IT teams and business stakeholders to ensure business continuity for all IT supported systems including but not limited to POS & peripherals, Network, SAP, Computers, Printers, Phones, etc.
• Responsible for formal communications regarding major event outages and any

Root Cause Analysis documentation related to outage

• Support the configuration and optimization of ITSM tools (e.g., ServiceNow), including incident, change, request, and asset management modules.
• Develop and maintain dashboards and reports to communicate service performance and improvement initiatives.
• Participate in root cause analysis and problem management to prevent recurring

issues.

• Assist in vendor management and coordination of third-party support services.
• Contribute to the development and execution of the IT service delivery roadmap and strategic initiatives.

Preferred Qualifications

• Bachelor’s degree in information technology, Business Administration, or a related field.
• 2–4 years of experience in IT service delivery, support operations, and 3rdlevel support experience with Retail/Dining POS systems.
• Familiarity with ITIL framework and best practices (certification preferred).
• Experience with ServiceNow or similar ITSM platforms.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.

Preferred Skills

• Experience supporting regional or multi-site IT operations.