We are looking for a detail-oriented and experienced Process Improvement Analyst to oversee and improve IT service delivery processes. The role will be responsible for ensuring that IT services meet quality and performance standards, resolving escalations, and driving service improvement initiatives.

Key Responsibilities:

• Monitor and manage IT service delivery in accordance with SLAs and KPIs
• Coordinate with cross-functional IT teams to address service issues
• Lead incident, problem, and change management activities based on ITIL best practices
• Prepare and analyze service performance reports for stakeholders
• Identify and implement process improvement opportunities
• Serve as an escalation point for complex service-related issues

Qualifications:

• Bachelors degree in Information Technology, Computer Science, or related field
• At least 46 years of experience in IT Service Management or related role
• Strong knowledge of ITIL framework (ITIL certification preferred)
• Experience in service delivery within shared services, BPO, or IT organizations
• Excellent communication, problem-solving, and stakeholder management skills