Service Analyst

As a key member of the Operations Department within the Service Management team, you will collaborate closely with Service Managers and Service Delivery Leaders to ensure that all services are delivered in accordance with established policies, processes, and procedures. Reporting directly to the Operations Technical Lead, who oversees the Service Analyst team, your primary responsibility will be to maintain direct communication with both internal and external clients. You will work to agreed service level agreements (SLAs), supporting ITIL functions and assisting with the escalation process. A proven ability to manage client expectations and a strong commitment to customer service are essential. You will engage with all CDL support teams, fostering positive relationships and demonstrating excellent communication skills. Staying informed about CDL’s evolving technologies and services is crucial.