Service Desk Analyst, Level 1
DYOPATH
Job Level
Mid-LevelSenior
About the role
- Act as the key interface between Valtech’s Managed Services organisation and client stakeholders to ensure stability and performance of live services.
- Manage incidents, problems, queries and changes across client services, ensuring clear, timely, and effective resolution within SLA.
- Own and coordinate release and deployment activities and oversee Agile enhancement workstreams.
- Work closely with 1st and 2nd line engineering teams, delivery squads, feature engineers, and client Product Owners and Technical Leads to manage unplanned service issues and planned enhancements.
- Lead service reviews, provide regular service and utilisation reporting, and deliver insights into trends, risks, and improvement opportunities.
- Provide line management and leadership within the Service Management team, including coaching and mentoring.
- Maintain and grow client contracts and commercial agreements, ensuring financial performance and identifying up-sell and cross-sell opportunities.
- Lead onboarding of new clients and accounts and occasionally travel to client sites as needed.
Requirements
- Proven experience as a Service Delivery Manager, with responsibility for managing incidents, problems, changes, and releases in live digital service environments.
- Strong knowledge of ITIL service management practices, with practical application across Incident, Problem, Change, and Release Management.
- Demonstrated ability to handle escalations and drive timely resolution of complex service issues.
- Experience in line management, including coaching, mentoring, and developing service management or support teams.
- Strong background in forecasting, budget management and financial control.
- Solid understanding of common customer service management tools and processes.
- Experience managing contractual service performance within SLAs, including taking corrective action to mitigate or remediate breaches.
- Ability to work independently, make effective decisions, and collaborate successfully within cross-functional teams.
- Excellent communication skills, with the ability to engage and influence demanding clients, third parties and internal stakeholders.
- Strong business acumen with proven relationship management skills.
