Service Delivery Analyst
Service Delivery Analyst
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Job Description
We are looking for a Service Delivery Analyst to join the team to play a vital role in supporting the technology service delivery efforts at Atlassian Williams Racing. Reporting to our Service Delivery Manager you will ensure high standards of performance and reliability across the organisation as well as take ownership of managing and optimising technology services to meet the unique demands of the motorsport industry.
Main responsibilities:
- Track and report on service performance metrics identifying trends and areas for improvement
- Contribute to root cause analysis for recurring issues proposing and implementing solutions
- Support the Head of IT Service Delivery in maintaining service level agreements (SLAs) and operational level agreements (OLAs)
- Monitor IT services and infrastructure to ensure availability performance and reliability
- Identify and manage incidents and service requests in line with agreed service levels
- Act as a point of contact for internal teams responding to queries and providing updates on IT service issues
- Assist in gathering user requirements to improve service delivery and align with business needs
- Support the implementation and maintenance of ITILbased service management processes including incident change and problem management
- Identify opportunities for process improvement and assist in implementing best practices
- Help document processes procedures and knowledge to improve efficiency and consistency
- Assist with IT service transitions for new projects ensuring a smooth handover to operational teams
- Support upgrades and system changes ensuring minimal impact on users and services
- Coordinate with vendors and external partners to support IT initiatives and resolve servicerelated issues
Skills and experience required:
- Previous experience working within IT support service delivery or a similar role in a fastpaced environment
- Strong understanding of ITIL service management principles
- Good knowledge of enterprise IT systems networks and infrastructure
- Experience with incident change and problem management processes
- Strong analytical and problemsolving skills with attention to detail
- Excellent communication and interpersonal skills
- Proactive: Ability to identify issues and opportunities for improvement before they become critical
- Team Player: Collaborative and supportive with a focus on contributing to shared goals
- Adaptable: Comfortable working in a dynamic fastchanging environment
- Resilient: Able to perform under the pressures of tight deadlines and operational demands
Desirable:
- ITIL Foundation certification
- Familiarity with monitoring tools and service management platforms
- Understanding of hybrid IT environments including onpremises and cloud solutions
Additional Information :
#LIKW1
Atlassian Williams Racing is an equal opportunity employer that values diversity and inclusion. We are happy to discuss reasonable job adjustments.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
