Service Delivery Analyst

This role manages the tactical operations of retail technology suppliers to ensure reliable service delivery and operational excellence. Responsibilities include overseeing vendor performance, driving continuous improvement, managing operational needs, and serving as the primary contact for Repair & Maintenance services. Additionally, the position is also responsible for implementing new processes, integrating changes into existing services, and maintaining accurate documentation to standardize offerings.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

• Basic understanding of technology or IT operations, including familiarity with IT hardware
• Strong communication skills; confident engaging stakeholders, asking questions, and escalating issues as needed
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, Teams)
• Strong analytical and problem‑solving skills
• Highly organized with disciplined follow‑up and ability to meet deadlines
• Demonstrates a strong sense of urgency and accountability in issue resolution

• Experience working with technology vendors and supporting service delivery operations
• Understanding of vendor–client relationship dynamics and expectations
• Working knowledge of incident management and IT service management (ITSM) practices
• 1+ years of Technology Service Desk (help desk) or similar relevant experience
• Proficient with ITSM or CRM systems (e.g., ServiceNow or similar platforms)
• Well-versed in maintaining documentation, reporting, or knowledge bases
• Experience working in cross‑functional environments involving Service Desk, Operations, or Product teams
• Basic understanding of AI tools and how they can be used to improve productivity, reporting, or documentation

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.