IT Service Delivery Analyst

The IT Service Delivery Analyst is responsible for ensuring high-quality, people-centric service delivery, acting as the main point of contact between the service team and internal/external stakeholders. This role focuses on understanding customer needs, ensuring smooth service operations and driving continuous improvement with the help of relevant technology solutions. While technology plays a crucial role, the emphasis is on fostering strong relationships, maintaining clear communication and delivering an excellent end-user experience.

IT Service Delivery Analyst Responsibilities:

• Act as the primary liaison between the service team and clients, maintaining a proactive, customer-focused mindset
• Build and maintain strong, empathetic relationships with key stakeholders, understanding their needs and expectations
• Conduct regular reviews of service performance with clients, ensuring that expectations are being met or exceeded
• Manage day-to-day service operations, ensuring service requests and incidents are resolved in a timely and efficient manner
• Coordinate with cross-functional teams to deliver seamless support, facilitating collaboration between departments
• Develop and manage service level agreements (SLAs) with a focus on end-user satisfaction and operational efficiency
• Identify opportunities to improve service processes with a focus on enhancing the customer experience
• Drive resolution of recurring service issues by coordinating root cause analysis and implementing preventive measures
• Foster a culture of continuous feedback from customers and internal teams to optimize the service experience
• Leverage technology tools to support service delivery, while keeping the focus on how it impacts the user experience
• Ensure that technology solutions (e.g., service management platforms) are user-friendly, accessible and effectively utilized by all team members
• Monitor service delivery performance using technology analytics and dashboards, ensuring alignment with customer expectations
• Track and report on key performance indicators (KPIs), such as customer satisfaction scores, incident resolution times and SLA adherence
• Provide regular updates to leadership and stakeholders on service performance, including action plans for areas of improvement

IT Service Delivery Analyst Requirements:

• Demonstrated ability to prioritize customer needs, with a strong focus on delivering excellent service
• Strong interpersonal and communication skills; ability to work effectively with diverse teams and stakeholders
• Adept at identifying problems, troubleshooting issues and implementing solutions in a way that minimizes disruption for users
• Familiarity with service management platforms (e.g., ServiceNow, Jira) and basic understanding of IT infrastructure; ability to learn and adapt to new tools
• Experience in managing service delivery projects, with the ability to coordinate tasks across multiple teams
• Proactive in seeking opportunities to improve service quality and efficiency, while keeping a people-first approach
• Bachelor's degree in Information Technology, Business, or a related field preferred
• 2+ years of experience in a customer-facing service delivery or IT support role preferred
• Experience in service management frameworks (e.g., ITIL) is a plus

If you are interested in this opportunity and meet the qualifications, please apply today!

Thank you,

Conor Srebernak
Project Manager
LaSalle Network

LaSalle Network is an Equal Opportunity Employer m/f/d/v.

LaSalle Network is the leading provider of direct hire and temporary staffing services. For over two decades, LaSalle has helped organizations hire faster and connect top talent with opportunities, from entry-level positions to the C-suite. With units specializing in Accounting and Finance, Administrative, Marketing, Technology, Supply chain, Healthcare Revenue Cycle, Call Center, Human Resources and Executive Search. LaSalle offers staffing and recruiting solutions to companies of all sizes and across all industries.

LaSalle Network is the premier staffing and recruiting firm, earning over 100 culture, revenue and industry-based awards from major publications and having its company experts regularly contribute insights on retention strategies, hiring trends and hiring challenges, and more to national news outlets. LaSalle Network offers temporary Field Employees benefit plans including medical, dental and vision coverage. Family Medical Leave, Worker's compensation, Paid Leave and Sick Leave are also provided. View a full list of our benefits here: View a full list of our benefits here.