Service Delivery Analyst 

About Us:
We are the tech company with people at heart.

At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.

Position Overview:
As a Service Delivery Analyst, you will play a pivotal role in ensuring that clients receive high-quality service, fostering positive relationships, and driving continuous improvement initiatives within the organisation. It is a role that combines analysis, communication, and strategic planning to deliver exceptional client experiences.

You will also proactively seek ways to improve service delivery. You can expect to work on service improvement plans and developing strategies that not only meet client needs but also enhance their overall experience. You will frequently prepare reports on service performance, communicating these insights to both clients and internal stakeholders.

Responsibilities:
In this role, you can expect to:

• Manage day-to-day relationships with clients to ensure high levels of service delivery.
• Monitor and analyse service delivery metrics using dashboards within ServiceNow to maintain client satisfaction.
• Collaborate closely with the Service Management team and other internal teams to identify and resolve issues effectively.
• Assist in the development and implementation of service improvement plans.
• Coordinate with various teams to streamline processes and enhance service efficiency.
• Prepare regular reports on service delivery performance for internal and external stakeholders.

Qualifications & Experience:

For this role, the right candidate will have:

• Past project coordination, service transition, or service management experience
• Proven experience in managing the delivery of customer services to contractual obligations and service levels.
• Experience in a managed services or professional services organisation is highly desirable 
• Strong analytical skills, including experience with Excel and data analysis.
• Highly organised with the capability to reprioritise workload based on changes to customer requirements and service strategy.
• Ability to maintain strong relationships with clients, understanding their needs and ensuring that services meet their requirements.

Click here for the list of benefits.

The budgeted salary for this role is between 20,000 to 26,000 ZAR a month, depending on experience. 

Hybrid working:

This hybrid role, with a remote-first emphasis, necessitates being in the office or at a client site for 4 days each month. Each team within our organisation can decide how to implement this policy. If you have any questions after applying, please reach out to our recruitment team.

Our Selection Process:

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.

As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.

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