Service Delivery Analyst

TAWANTECH; Riyadh; On-site; SAR 180,000 - 300,000; Full time

Job summary

TAWANTECH is seeking a Service Delivery professional to monitor service performance, coordinate requests and incidents, and ensure adherence to SLAs in our IT operations. You will track metrics, prepare dashboards, and support improvement actions across banking/FinTech environments.

The role requires a Bachelor’s degree and 2+ years in ITSM or IT operations with strong communication and stakeholder management skills. On-site in Saudi Arabia with potential collaboration with external providers.

Qualifications

• Bachelor’s degree in IT, CS, Business, or related field.
• 2+ years of experience in Service Delivery, ITSM, or IT Operations.
• Strong knowledge of ITIL and ITSM processes.
• Experience in Incident, Problem, Change, and Service Request Management.
• Experience in SLA/KPI monitoring, reporting, and service performance tracking.
• Experience with ITSM tools.
• Strong communication, analytical, and stakeholder management skills.
• Experience in Banking, FinTech, or Payment environments preferred.

Responsibilities

• Monitor service performance against 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.

Skills

ITIL

ITSM

Incident management

Problem management

Change management

SLA monitoring

Service reporting

Stakeholder management

Communication

Analytical thinking

Education

Bachelor's degree in IT/CS/Business

Tools

ITSM tools

Job description

Purpose:

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.

Main Duties and Responsibilities:

• 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.

QUALIFICATIONS & REQUIREMENTS:

• Bachelor’s degree in IT, Computer Science, Business, or a related field.
• 2+ years of experience in Service Delivery, IT Service Management, or IT Operations.
• Good knowledge of ITIL and IT Service Management processes.
• Experience in Incident, Problem, Change, and Service Request Management.
• Experience in SLA/KPI monitoring, reporting, and service performance tracking.
• Experience with ITSM tools.
• Strong communication, analytical, and stakeholder management skills.
• Experience in Banking, FinTech, or Payment environments is preferred.