Service Delivery Analyst

neoleap; Riyadh; On-site; SAR 120,000 - 240,000; Full time

Job summary

neoleap is seeking a role focused on monitoring technology service performance, coordinating operational activities, and ensuring incidents, requests, and service commitments are managed within agreed SLAs. The position involves tracking metrics, preparing reports, and supporting continuous service improvements.

The role requires coordinating with internal teams and external providers to ensure service continuity, maintaining documentation, and driving escalation procedures when risks arise.

Responsibilities

• Monitor technology service performance against agreed SLAs and operational targets.
• Coordinate service requests, incidents, and issues with relevant technology teams.
• Track service delivery metrics and identify performance gaps.
• Support incident, problem, change, and service request management processes.
• Coordinate with internal teams and external service providers for service continuity.
• Prepare service performance reports and operational dashboards.
• Maintain service documentation and procedures.
• Support service review meetings and follow-up on improvement actions.
• Identify opportunities to improve service quality and operational efficiency.
• Escalate service risks and issues per established procedures.

Job description

To support the effective delivery of technology services by monitoring service performance, coordinating operational activities, and ensuring incidents, requests, and service commitments are managed in accordance with agreed service levels.

Key Activities:

• Monitor technology service performance against agreed SLAs and operational targets.
• Coordinate service requests, incidents, and operational issues with relevant technology teams.
• Track service delivery metrics and identify performance gaps or recurring issues.
• Support incident, problem, change, and service request management processes.
• Coordinate with internal teams and external service providers to support service continuity.
• Prepare service performance reports and operational dashboards.
• Maintain service documentation, records, and operational procedures.
• Support service review meetings and follow up on agreed improvement actions.
• Identify opportunities to improve service quality and operational efficiency.
• Escalate service risks and issues in accordance with established procedures.