Analyst - Service Delivery

Matthews International; Pittsburgh (Allegheny County); Hybrid; USD 80,000 - 110,000; Full time

Job summary

Matthews International is seeking a Service Delivery Analyst to oversee IT service delivery within a defined region, partnering with ITSM team to build AI capabilities. The role focuses on incident, problem, and service management to meet regional needs.

The position operates on a hybrid schedule (3 days on site, 2 days remote) and requires strong ITIL experience, stakeholder management, and the ability to drive continuous service improvement across regional stakeholders.

Qualifications

• Bachelor's degree in Information Technology or a related field.
• 2+ years in IT service management or delivery in complex IT environments.
• Experience with ITIL-based incident, change, problem management and service improvement.
• Strong supplier and commercial management, SLAs, and contracts.
• Proficient with MS Office and related tools.
• Excellent analytical, prioritizing, communication and budgeting skills.
• Ability to work autonomously and in a team in a fast-paced setting.

Responsibilities

• Act as single point of contact for IT service and support with local stakeholders.
• Coordinate cross-tower communication to align incidents and projects with business expectations.
• Oversee resolution of priority #1 and #2 incidents and their causes.
• Serve as escalation point for service issues and drive rapid resolution.
• 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 CI and service delivery.
• Manage SLAs and develop the regional Service Catalogue.
• Introduce new services with operational acceptance criteria.
• Provide regular service reporting on IT performance and SLAs.
• Support IT service continuity planning with stakeholders.
• Operate governance and reviews with local vendors.
• Perform other duties as assigned.

Skills

IT service management

ITIL processes

Stakeholder management

Analytical skills

Communication skills

Budgeting

Project management

Problem solving

Team collaboration

Autonomy

Education

Bachelor's degree in Information Technology or related field

Tools

MS Office Suite

Outlook

Internet applications

Job description

The Service Delivery Analyst is responsible for Service Management oversight across a defined region, with responsibility to ...
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.

Responsibilities

• 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.

EEO is the Law