We’re looking for an analytical, detail-oriented Junior Service Delivery Manager / Associate to support IT Service Operations for a leading social media client. This is a great opportunity for someone with strong data and presentation skills who wants to grow in service delivery and IT operations within a fast-paced, high-visibility environment. You’ll work closely with the Global Service Delivery Manager (SDM) to monitor performance, prepare insights, and help drive continuous improvement across the managed IT service supporting internal end users.
Key Responsibilities
* Pull, analyze, and interpret performance data from tools such as JIRA, ServiceNow, and other ITSM systems
* Develop reports, scorecards, and dashboards highlighting trends, successes, and improvement opportunities
* Support creation of executive and customer-facing materials for service reviews (QBRs, operational updates, etc.)
* Work with stakeholders to identify process gaps, measure service quality, and track metrics such as SLA compliance and customer satisfaction
* Team with SDM produce clear, visually engaging PowerPoint presentations and Excel/Sheets analyses for leadership meetings
* Coordinate with technical teams and service leads to validate metrics and ensure data accuracy
* Maintain strong working relationships across teams and represent the managed services organization with professionalism
Skills and Qualifications
* 2–4 years of experience in a Service Delivery, IT Operations, or Business Analyst role (preferably within a managed service or enterprise IT environment)
* Strong proficiency with Excel/Google Sheets, PowerPoint, and data visualization tools (e.g., Power BI, Tableau, Looker)
* Familiarity with ITSM tools such as JIRA, ServiceNow, or Freshservice
* Excellent attention to detail and data accuracy
* Ability to translate complex data into actionable insights and compelling visuals
* Confident communicator — polished, reliable, and comfortable working with stakeholders at different levels
* Well-organized and able to manage multiple priorities in a dynamic setting
Personality and Work Style
You’ll be successful in this role if you’re:
Naturally curious and analytical, always looking to improve processes
Comfortable working both independently and as part of a collaborative IT services team
Professional and poised when interacting with internal clients and leadership
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