Deloitte Senior Service Delivery Analyst in Hermitage, Tennessee

Deloitte is one of the leading professional services organizations in the United States, specializing in audit, tax, consulting and financial advisory services with clients in more than 20 industries. We provide powerful business solutions to some of the world s most well-known and respected companies, including more than 75 percent of the Fortune 100.At Deloitte, you can have a rewarding career on every level. In addition to challenging and meaningful work, you ll have the chance to give back to your community, make a positive impact on the environment, participate in a range of diversity and inclusion initiatives, and find the support, coaching, and training it takes to advance your career. Our commitment to individual choice lets you customize aspects of your career path, your educational opportunities and your benefits. And our culture of innovation means your ideas on how to improve our business and your clients will be heard.Title:Senior Service Delivery AnalystHiring Location:Hermitage/Nashville, TN.Organization: Technology and Infrastructure Job Summary To provide support and analysis to the Service Management Team and stakeholders involved in the delivery of IT services. Conduct decision support based upon analysis of data and information. To lead and coordinate Service Delivery remediation tasks where necessary. Position Responsibilities (including but not limited to): The role will be responsible for a variety of tasks that will change from time to time. At times it will operate under direction and at other times expected to operate autonomously. Typical tasks will include:Performance analysis of major ITS service delivery suppliers by validating and managing SLA s and KPI s and identifying areas for performance improvementsOversee and provide guidance on Customer Service Tool Enhancement (Release) log and Back Log managementMonitor overall performance of services and timelines to deliver of the service packages for Enhancement log and Back LogAnalyzing data and information and taking /recommending decisions based upon data resultsBeing able to provide conclusions from data in a succinct manner (using PowerPoint or Excel products)Working with customers and suppliers (both internal and external) to resolve issues, mitigate risks and realize opportunities. Following up, escalating and taking action if service delivery is not meeting expectationsUndertaking research and presenting findings in a manner appropriate to the audience-from project managers through to executivesPlanning and executing activities within the assigned Service Delivery department.Propose any amendments to improve processes. Develop and implement processes with client to ensure effective information flow to speed up delivery timelinesRemoving all obstacles to customer satisfaction and / or financial performanceProactively looking for trends to identify opportunities as well as issues.Good communication around issues and opportunities get things done, make things happenKnowledge & Experience Required: Educated to degree level in a relevant discipline or, an equivalent combination of education, training, and experience.Minimum 3 yrs. experience supporting the delivery of ITS services to advanced level.2-3 yrs. experience analyzing performance data and providing decision support to leaders in an ITSM Service Delivery environment.Relevant industry certification (e.g. ITIL v3) desirable.Specific experience of one or more of the following areas would be an advantage:Working closely with customers on issue resolutionTaking an active role in supplier managementParticipating in Incident ManagementProblem ManagementContinuous Service Improvement teams and processes

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Category: Information Technology