Description
Sword is hiring a Service Delivery Analyst to ensure customer and internal services are delivered effectively, meet service levels, and continuously improve. The role focuses on monitoring SLAs and KPIs, managing escalations during a Service Now upgrade and IT provider change, coordinating service issues, supporting incident, problem, and change management, producing governance reports, and working with suppliers and operational teams. Required capabilities include ITIL Service Management, ServiceNow, stakeholder management, analytical reporting, root cause analysis, and customer relationship management.
