Service Delivery Analyst
6 days ago
**You Lead the Way. We’ve Got Your Back.**
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**Service Delivery Analyst - Digital Workplace Site Services**
Site Services International is a team of problem-solvers, relationship managers, customer service experts, communicators, educators, technicians, analysts, engineers, project managers, facilitators, doers, problem solvers, and all-around helpful people.
Our purpose is to ensure that Amex workplace technology works seamlessly and optimally. We strive to put colleagues at the centre of everything we do by maintaining the smooth running of tech infrastructure, removing tech-related barriers and points of friction whilst providing outstanding customer service.
We have an exciting open role for a Service Delivery Analyst who will be responsible for the smooth day-to-day operations of the Tech Service Delivery function reporting into the Service Delivery Manager.
This role is the visible face of technology for the local colleagues. The Service Delivery Analyst will partner with the Business and other Technology teams to ensure our colleagues are able to perform their roles effectively using our products and technology.
In addition to leading all aspects of the operational tasks and customer journey for our internal customers, this hire will also support the Service Delivery Manager in leading our engineers and will be expected to mentor and guide team members to success, identify their strengths and areas for growth and empower them to do their best work.
**Key Responsibilities**:
- Reporting into the Service Delivery Manager - a key stakeholder - and working closely to deliver Goals/OKRs for Digital Workplace for your market.
- Technology Service Delivery in all buildings including escalations management for Business Unit issues.
- Maintain supervision and care over all Technology Concierge & Depot Services and Support
- Laptop and peripherals refresh and replacement programs.
- Provide hands & feet for local Data room(s) and real-estate projects.
- Support for executive streaming events (e.g.Town Halls)
- Conference and meeting room support
- Ongoing support for virtual or home-based colleagues
- Driving continual process improvements & efficiencies in the Tech Concierge & Depot
- Ticket reduction activities
- Proactive Servicing using Digital Workplace tools
- Directing resources in the resolution/prevention of problems
- Supervising the resolution of any product defects
- Staying on top of all upcoming software updates and launches and preparing Business Units for the changes
- Influencing the deployment of software updates and launches to improve colleague efficiency
- Driving efficiency and effectiveness via knowledge sharing with technical peers
- Driving Colleague Education sessions
**Minimum Qualifications**
- At least 5-10 years’ experience in technology servicing, project delivery or program management
- Deep technical capability, and ability to learn new systems and tools quickly
- Capability of identifying risks or trends and facilitating resolutions
- Documentation skills; understanding and contributing to technical documentation
- Ability to collaborate across teams, establish relationships and influence others
- Strong verbal and written skills with demonstrable experience engaging cross-functional customers and business partners
- Self-motivated and proactive
**Preferred Qualifications**
- Degree in Computer Science/Information Systems, or prior work experience in
- Technology Servicing / related field
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