Service Delivery Analyst | Contract

Location Singapore
Discipline Information & Communications Technology
Job Reference BBBH150299_1749116105
Salary Negotiable
Consultant Name Bernice Mae Nocum Rallonza
Consultant Email [email protected]
Consultant Contact No. 65515576
EA License No. 02C3423
Consultant Registration No. R1442141

Job Scope:
We are seeking a proactive and technically capable Service Delivery Analyst with approximately 1 year of cumulative experience in project-based roles. This role requires hands-on experience in managing digital delivery, client engagement, testing processes, and cloud-based solutions across enterprise environments.

This role blends project coordination, stakeholder communication, and technical delivery oversight, offering the ideal launchpad for someone with a solid foundation in systems thinking and a passion for creating smooth, user-centered service operations.

Key Responsibilities:
Service Delivery and Operations

  • Coordinate and support the delivery of IT and digital services including onboarding, change request management, incident management, and administrative request management.
  • Ensure compliance with service level agreements (SLA) and maintain detailed records of service performance and customer satisfaction metrics.
  • Monitor and manage service requests through tools like ServiceNow, Jira, and Salesforce.

Stakeholder and Vendor Management

  • Act as liaison between internal teams, third-party vendors, and clients to ensure smooth platform maintenance, enhancements, and issue resolution.
  • Lead documentation and follow-up for client meetings, user acceptance testing (UAT) feedback loops, and system updates.
  • Prepare and deliver reports and presentations to business users and stakeholders to track service delivery milestones.

Digital Platform Support

  • Assist in platform operations for tools like Salesforce Cloud, ensuring security, functionality, and scalability.
  • Participate in software lifecycle management, especially related to change requests.
  • Support application testing, debugging, and enhancement cycles for content and platform.

Reporting and Insights

  • Create and maintain dashboards and service analytics using Power BI, and Excel to support data-driven decision making.
  • Analyze recurring incidents and propose process optimizations based on historical performance trends.

Job Qualifications:
Education and Experience

  • Bachelor's Degree in Information Systems or Computer Science.
  • Minimum of 1 year cumulative experience across industry projects in IT Service Management, Client Delivery, or Digital Operations.
  • Preferably with proven experience in handling and coordinating service requests and change requests.
  • Experience in testing e.g. user acceptance testing (UAT).
  • Knowledge in data analytics e.g. data cleaning, creating dashboards and reports will be advantageous.
  • Good exposure or background in software development lifecycle is good to have.

Technical Skills

  • Project Tools: Jira, ServiceNow
  • Cloud and DevOps: AWS
  • CRM / CMS: Salesforce
  • Technologies and Frameworks: Python, Java, SQL
  • Data Analytics: Power BI
  • APIs and Testing: Postman, Swagger
  • Certifications: AWS Cloud Practitioner

Bernice Mae Nocum Rallonza EA License No.: 02C3423 Personnel Registration No.: R1442141

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