Service Management Analyst

We have a new vacancy within our Systems Delivery & Modernization – Operate team for a talented Service Management Analyst to support our clients and Deloitte specialists as key point of contact.

The Deloitte Operate team provides ongoing managed services to many public and private sector organisations in New Zealand and offshore – from supporting Finance systems to managing cloud services to providing on-demand DevOps capability for modern platforms.  

This is a growing part of our business, offering strong opportunities for career development and exposure to variety of industries, technologies, and service management practices.

This role is primarily responsible for providing service management support with the Service Desk, while contributing to the continuous improvement of the efficiency, effectiveness, and quality of Operate services delivered to both clients and internal teams.

Service Desk & Operations

• Own and manage the end to end lifecycle of incidents and service requests within ServiceNow or equivalent ITSM tools.
• Monitor ticket queues and proactively drive progress to ensure SLA targets are met.
• Coordinate with technical resolver groups, service delivery managers and stakeholders to progress and resolve tickets.
• Escalate risks such as SLA breaches, ageing tickets or stalled progress to the service delivery managers.
• Occasionally provide rostered cover for out-of-hours work. 

Stakeholder Engagement

• Manage customer requests, set clear expectations, and ensure effective and professional communication with internal teams and customers.  
• Build strong working relationships to support high levels of customer satisfaction.
• Act as a key point of contract between clients, technical teams and service delivery managers.

Reporting & Insights

• Provide insights on SLA performance, ticket trends and operational metrics.
• Work with our finance tools to support monthly billing to our customers. 
• Assist SDMs with service reviews and operational reporting.

Service Management & Continuous Improvement

• Identify trends, recurring issues and opportunities for service improvement.
• Contribute to improving service desk and operate processes, standards, and ways of working.
• Ensure service documentation (e.g. knowledge articles, process guides) is kept up to date and to a high standard.