Role: Service Delivery Analyst
Location: Sydney, Australia

Role Overview
We are looking for a Service Delivery Analyst to support the effective delivery of IT services, ensuring service quality, performance, and customer satisfaction. The role will work closely with technical teams, business stakeholders, and vendors to monitor service performance and resolve operational issues.

Key Responsibilities
Monitor and manage IT service delivery against agreed SLAs and KPIs.
Coordinate incident, problem, and service request management.
Analyse service performance and identify areas for improvement.
Work with technical teams to resolve service issues and escalations.
Prepare service reports, dashboards, and performance metrics.
Coordinate with internal stakeholders, vendors, and business users.
Support change and release management activities.
Identify recurring issues and recommend process improvements.
Maintain service documentation, procedures, and knowledge articles.




Participate in service reviews and continuous improvement initiatives.

Key Skills & Experience
Experience in IT Service Delivery, IT Operations, or Service Management.
Solid understanding of ITIL processes and frameworks.
Experience working with incident, problem, change, and request management.
Solid analytical and reporting skills.
Experience with ServiceNow or similar ITSM tools.
Good understanding of SLAs, KPIs, and operational metrics.
Solid communication and stakeholder management skills.
Ability to work across technical and business teams.
Strong problem-solving and organisational skills.

Desirable
ITIL certification.
Experience in an enterprise or government environment.
Experience with ServiceNow reporting and dashboards.
Experience supporting continuous improvement initiatives.

Pay: $68,600.00 – $90,000.00 per year

Work Location: In person

📌 Service Delivery Analyst Sydney
🏢 BMP Technologies
📍 Sydney