Service Delivery Analyst

As a Service Delivery Analyst you will deliver complex multi-service line pricing and solutions models for new business opportunities

Do you have experience in cost center management for IT services and budget responsibility? Do you have analytical skills to understand customers' requirements and build a business case? Have you worked with the commercial area to analyze and design potential sales opportunities in the IT industry? Do you proactively suggest things rather than follow or be a doer? If you said yes to all, below you will find more details of this role

About the Job:
As a Service Delivery Analyst you will you will manage the USA /Canada & LATAM commercial pricing model process into one or more customer accounts and partnering with Bids & Sales teams to provide cost to end client.

What will you do?:

• Independently conduct complex analysis and build commercial models to drive data-driven negotiation leverage.
• The natural inclination to evaluate and challenge business-as-usual practices with an open-minded, always learning, and proactive mindset, informed by a deep understanding of the factors and challenges across the infrastructure landscape.
• Leads and is a regular contributor and innovator to the continual improvement of Service Delivery standards and practices for the customer contract and Service Delivery Management community.
• To analyze each business opportunity, identifying and defining requirements for new services.
• Actively own service risks, control service costs and improve productivity of high complexity contracts for customers and ESP to increase profitability (ESP) and continually improve cost-effectiveness (for ESP & customer)
• Provide complex, multi-service line cost modeling, including full P&L analysis & cost.
• Provide detailed analysis and commentary on the commercial viability of potential sales opportunities at review meetings.
• Experience in managing complex customer situations.
• You will be working hybrid (3 days at the office and 2 remotely); covering the hours from 08:00 AM to 05:00 PM US Central time. 

What will you bring to ESP?

• At least 3 years of experience working in the IT services industry (ideally in the aviation field) managing and driving a full account Profit and Loss.
• Proficient in English to a business fluent level, both spoken and written
• Advanced Excel skills for cost modeling
• Previous experience creating business cases and pricing models
• Has ITIL v4 (minimum Foundation Level)
• Very good verbal and written communication skills
• Excellent interpersonal skills: the ability to communicate with customers at all levels

What we will offer:

Personal & Professional Development
Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career.  We will guide all employees to both specific technologies and client environment training and complement them with recommended learning journeys via our L&D system, that cater to helping you reach career goals or objectives — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here.

Salary
We offer a competitive range based on suitability or experience

Benefits

• Company equipment provided
• PTO days
• ESP Learning
• Perkbox discounts

Who are we:
ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that manages over 1,000 tickets a day for more than 200 customers.

We are a global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems.

Our vision and ethos have stood the test of time and we aim to exceed expectations and delight customers every time and our values are integral to the way we work together.

ESP Global Services is an Equal Opportunity Employer.