Analyst- Service Delivery

Matthews Marking Systems; Pittsburgh (Allegheny County); Hybrid; USD 70,000 - 95,000; Full time

Job summary

Matthews Marking Systems in the United States seeks a Service Delivery Analyst to oversee IT service management regionally. You will coordinate incident response, drive escalation for live services, and partner with ITSM to enhance AI-enabled capabilities.

The role combines on-site and remote work within a hybrid schedule. You will manage SLAs, support service continuity, and align services with business needs while collaborating with multiple stakeholders and vendors to ensure timely, effective

Qualifications

• Bachelor's degree in IT or related field required.
• 2+ years in IT service management or delivery roles.
• Experience with ITIL-based incident, change and problem management.

Responsibilities

• Serve as single point of contact for IT service and support for regional stakeholders.
• Coordinate cross-tower communication to align incidents and projects with business needs.
• Oversee resolution of priority #1 and #2 incidents and root causes.
• Act as primary escalation point for service issues and drive escalation processes.
• Execute incident and problem management for regional incidents.
• Ensure Service Desk delivers effective service to regional/local stakeholders.
• Develop service strategy and improvement initiatives for ongoing delivery.
• Manage SLAs and develop the regional service catalogue with stakeholders.
• Introduce new services ensuring acceptance criteria and defined service.
• Provide regular IT performance and SLA reporting to stakeholders.
• Support IT service continuity planning and alignment with business.
• Oversee contracts, governance, service reviews and vendor progress.
• Handle additional duties as assigned.

Skills

ITIL processes

Stakeholder management

Analytical thinking

Verbal & written communication

Budgeting

Project management

Cross-functional collaboration

Autonomy

Education

Bachelor's Degree in Information Technology or related field

Tools

MS Office

Outlook

Job description

The Service Delivery Analyst is responsible for Service Management oversight across a defined region, with responsibility to escalation incidents and coordinate resolution on application and infrastructure related issues and projects. Assists the Service Delivery Manager to pro-actively monitor tickets and incidents in region. Analyst will partner with ITSM team to build out AI capabilities.

This role will work a hybrid schedule, 3 days a week on site, 2 days remote.

• Manages local stakeholders' expectations and requirements for delivery of IT services, acting as single point of contact for IT service and support.
• Coordinates cross-tower communication to ensure incidents and projects are executed in accordance to business expectations.
• Oversees the resolution of all priority #1 and #2 incidents and their underlying causes.
• Acts as primary escalation point for service issues and drive the escalation process for live service to rapidly resolve service-related issues.
• Executes the incident and problem management processes for regional incidents.
• Oversees the resolution of all priority #1 and #2 incidents, acts as primary escalation point for service issues, and executes the problem management processes for regional incidents.
• Ensures Service Desk provides effective service to regional and local business stakeholders.
• Develops service strategy and improvement initiatives to ensure continuous improvement and effective delivery of IT service requirements.
• Ensures Service Level Agreements (SLAs) are managed and reviewed in line with business requirements and the Service Catalogue is developed with regional and local business stakeholders.
• Executes the seamless introduction of new services, ensuring all operational acceptance criteria are met and the solution becomes a defined service in line with business expectations of support levels.
• Provides regular service reporting to regional and local stakeholders on IT performance and SLAs.
• Delivers business alignment and IT service continuity planning with the regional and local business stakeholders.
• Operates contracts, conduct governance and service reviews and manages service improvement initiatives with local tier 2 and 3 vendors.
• Additional duties as assigned.

REQUIREMENTS:

• Bachelor's Degree in Information Technology or related field.
• 2+ years of previous IT service management or delivery role operating with complex IT services and environments.
• Experience with formal service support processes and procedures based on ITIL, including incident, change, problem management and service improvement.
• Strong supplier and commercial management skills, including experience with developing and managing effective service level agreements.
• High degree of proficiency in MS Office Suite, Outlook & Internet applications.
• Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills.
• Strong verbal and written communication skills (including analysis, interpretation, & reasoning).
• Solid understanding and application of mathematical concepts.
• Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients.
• Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
• Ability to work with and influence peers and management.
• Self-motivated with critical attention to detail, deadlines and reporting.