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Service Delivery Analyst
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Overview:
Systems Planning and Analysis, Inc. (SPA) is a well-established and progressive defense contracting company in the Northern Virginia area just a few miles south of the Pentagon. We are a professional services firm established in 1972 that has a long-standing reputation for unrivaled technical and analytical support to some of the top decision makers in the Federal Sector. We do state of the art work and have a cadre of outstanding professionals on our team.
SPA has an immediate need for a Service Delivery Analyst
**Responsibilities**:
- Participation in the negotiation, implementation and monitoring of Service Level Agreements
- Reporting ongoing day to day execution of operational activities against agreed levels of services
- Preparation, delivery and representation of executive service level reports
- Preparation, delivery and representation of operational level reports
- Coordination and review of updates on SLA performance, cost and measurement based on service delivery controls and targets achievement as agreed in the Service Delivery Plan
- Managing professional customer relationships in support of SLA commitments and Agency's delivery capacity
- Gathering and communicating bi-directional customer + internal feedback and initiate improvement actions on reports, measurement methods, processes and tools
- Advising Account Management in accelerating opportunities forward through analysis
- Building connections between the outputs of one SMC process and the inputs to another in order to continually improve delivery execution
- Proactively managing business controls and bridging gaps between Service Lines teams and drive rapid recovery during incidents
- Responsible for the implementation of the SMC model in the given SLA/PoW as agreed with the Customer
- Managing the SLM module in ITSM tool in close cooperation with ITSM developers
- Requirement management for automated reports
- Testing and verification of datasets and automated reports related to KPI reporting
- Performing similar range of duties when assigned
Qualifications:
**Required Qualifications**:
- A university degree in a relevant scientific or engineering discipline equivalent to a BSc or 5 years of relevant experience
- Sound knowledge of Service Design, Transition and Operation processes with proved experience on one of these processes
- Sound knowledge, or experience, on Projects / Programmes / Services management best practices from a lifecycle approach
- Excellent communication skills. Proven ability to effectively communicate orally and in writing, with good briefing skills
- Advanced organizational skills and analytical approach to problem solving
- ITIL v3 or higher Certificate
- Experience in customer relationship management longer than 2 years
- Experience in executive level business reporting longer than 2 years
- Experience in resource and team management
- Extensive knowledge of Service Level Management
- Extensive knowledge and experience in designing KPIs and KQIs, designing in SLA reports and presentation of reports on executive level
- Knowledge and experience in BMC Remedy ticketing system and SLM module
- In possession of an active National and/or NATO Secret security clearance
