Service Delivery Analyst

Company : Worley

Primary Location

: SAU-Eastern Province

Other Locations

: ZAF-GT-Johannesburg

Job

: Desktop Support

Schedule

: Full-time
Employment Type : Employee
Job Level : Experienced

Job Posting

: Dec ‎5, ‎2022

Unposting Date

: Jan ‎4, ‎2023
Reporting Manager Title : Director Shared Services
:
‎51,000 people. ‎49 countries. Over ‎120 office locations.
We 're not just engineers. We're a global team of data scientists,
consultants, construction workers and innovators all working to create a
better tomorrow. Every day, we help customers in energy, chemicals and
resources get one step closer to solving our planet's toughest issues. Climate
change. The energy transition. Digital transformation. And how we can deliver
a more sustainable world.? _
_Whatever your ambition, there 's a path for you here. And there's no barrier
to your potential career success. For more information, visit __Worley.com

Role: Regional Service Delivery Analyst
Reporting to: Regional Service Delivery Lead
Location: Johannesburg, South Africa or Dammam, Saudi Arabia
Role Description:
Service Management
* Monitoring of IT services and VIP support functions to ensure optimal service
* Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
* Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
* Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
* Developing a deep understanding of projects to gain insights into the scope of service delivery for the region
* Taking accountability for service delivery performance in the region, meeting customer expectations, and driving future demand
* Analysing third-party as well as internal processes, and creating strategies for service delivery optimisation
Performance and Quality Management
* Act as 'voice of customer' on behalf of the senior leadership within the region. Make sure every problem reported from the region is serviced in line with the customer expectations and SLAs agreed with service partners
* Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
* Providing accurate and regular reports to the management on performance of the service delivery in the region
* Building strong relationships with service partner teams and internal stakeholders to enable effective dialogue exchange between departments and IT partners
Qualification: Graduate in any discipline, preferably in Engineering
Certification: ITIL preferred
Experience: ‎8 to ‎10 years of experience in a similar role with the IT
Function of a large and global process-based organisation
Skills:
* Proficiency in working with both physical and virtual teams
* Experience in dealing with third-party service providers
* Operational ability in a diverse, large-scale complex environments
* Exceptional customer-facing skills
* In-depth knowledge of escalation procedures, incident management, problem management, asset management, configuration management and other disciplines related to service delivery
* Mastery of ITIL (Information Technology Infrastructure Library) principles
* Strong organisational and interpersonal skills
* Ability to manage and prioritise tasks efficiently
* Solid resource planning and problem-solving skills
* Readiness to demonstrate a proactive attitude
* Excellent verbal and written communication skills
What we offer you
Providing an agile culture and challenging work opportunities results in a
positive work environment. Our people enjoy competitive compensation packages
and a fun, personal, collaborative and safe working environment. We value
equal employment opportunity and are committed to promoting fairness, equality
and diversity.

Our policy is to conduct background checks for all candidates who accept an
offer of employment with us.
If you have the passion and talent to keep up, it's time to test the
limits of what you can become. Find your future with Worley.