Service Delivery Analyst

Service Delivery Analyst
Location: Dublin
Role Type: Contract - 6 months
Work Setup: Hybrid - 2-3 days
Salary: Day rate - Up to Euros 450

Who We Are

Robert Walters is the world's most trusted talent solutions business. Across the globe, we deliver recruitment, outsourcing, and talent advisory services for businesses of all sizes, opening doors for people with diverse skills, ambitions, and backgrounds.

Who You Will Work With

Our client is a well-established company in the insurance sector, known for its focus on customer service and growth. It promotes a positive workplace culture that supports employee development and balance. The company offers opportunities for meaningful contributions in a dynamic environment.
Role Overview:

We are looking for a motivated Service Delivery Analyst to join our IT team. In this role, you will be responsible for managing and overseeing IT service delivery to ensure high-quality services for end users and stakeholders. Collaborates with internal teams and 3rd-party vendors to drive process efficiency, service improvement, and user satisfaction.

What you'll do:

• End-to-end service management, performance management, and reporting
• Service governance, assurance, and tracking value-for-money
• Continual service improvement initiatives
• Maintain and manage operational relationships with service providers and business stakeholders
• Act as the customer's agent, facilitating communication with service providers and ensuring their performance and service delivery.
• Identify risks and collaborate with IT leadership on remediation; monitor CSAT, SLAs, OLAs, and contracts; analyze performance reports and KPIs and drive improvements.
• Reviews and agree current performance levels and trends.
• Drive ticket management with suppliers, follow up on desktop issues and manage escalations.
• Experience reporting to Service Managers and engage with team to maintain service delivery relationships.
• Present ticket volumes, major incidents to key stakeholders.

What you bring:

• Strong customer focus with sense of urgency; results-driven, with a strong work ethic and "get-it-done" attitude
• Skilled at building and maintaining relationships across teams, vendors, and the organization
• Excellent oral and written communication, time management, and organizational skills
• Knowledge of ITIL (v3/v4) and desktop end-user support
• Financial services experience is a plus

What's Next:

If you are ready to take the next step, apply now. Successful applicants will be contacted directly by a recruiter to discuss the role more.

We are committed to creating an inclusive recruitment experience. If you require support or adjustments to the recruitment process, our Adjustment Concierge Service is here to help. Please feel free to contact us at (see below) to discuss how we can support you.

This position is being recruited on behalf of our client through our Outsourcing service line. Resource Solutions Limited, trading as Robert Walters, acts as an employment business and agency, partnering with top organizations to help them find the best talent. We welcome applications from all candidates and are committed to providing equal opportunities.