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Service Delivery Analyst


Service Delivery Analyst

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Available Positions

1 positions

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We have an open position for a Service Delivery Analyst to complete our team in Bucharest, for a fixed period of 2 years.

Main tasks:


  • Act as a point of contact for general service delivery and an escalation point for the Service Delivery Administrator for our customer;
  • Overseeing the Service Delivery Administrator in their responsibilities. These include but are not limited to:
    • Oversee the successful onboarding and offboarding of staff to ensure client SLA’s are met. This includes all accesses and forms required;
    • Knowledge Transfer for new starters and updating the on boarding presentation pack;
    • Management of project Assets;
    • Updating project Staff lists, Organisation Charts, Email distribution and Sharepoint;
    • NDA Tracking;
    • Maya Timesheet Tool updates- New starters, Project Codes, Domain Changes.
  • Ensure Projects processes, specifically those related to activities conducted by yourself or your subordinate employee are kept up to date;
  • To provide feedback on the administrator and assist with Annual performance review conducted by the Service Delivery Manager;
  • Provide cover to the Service Delivery Administrator where required.


  • Ensure all service levels derived from the customer’s key measures relating to commercial detail are met where possible.
  • Liaison with Connect44 management team to gather relevant data to enable reporting of the customer services commercial performance.
  • To generate supporting material for the monthly CRM with our clients.
  • Attend both commercial review and HR calls with the client, with relation to commercial activity, Timesheets, Invoicing and on boarding/off boarding.
  • Support internal teams with commercial information, for the purposes of completing RFI/RFP that leads to creating additional business for Connect44.
  • Providing quotations to customer where requested.
  • Generate monthly payroll information from Timesheets.

Service Delivery

  • Attending Weekly call with Service Delivery Team, Keeping and tracking any service delivery actions that require execution.
  • Attend Bi-weekly Maya management meeting.
  • Attend weekly vacancy call.
  • Identify continuous improvement activities to improve any of the service delivery processes or improved employee retention/morale.
  • Assist with scheduling of project training requirements within the assigned to services.
  • Oversee that compulsory certifications/training for staff are up to date. These include Beacon compliance and UK iHasco Health and Safety training.
  • Monitor and govern Udemy licences assigned to project staff.
  • Ensure the appropriate tools such as and the MAYA timesheet tool remain updated.
  • Coordinate any resignations in Romania, ensuring Senior Service Delivery Manager and Operational Domain Leads are informed. You should hold a meeting promptly after resignation to understand the reasons, seeing if he/she can be retained.
  • International Travel