Service Delivery Analyst

Service Delivery Analyst
Supply Chain & Finance – South Hub

About the Role
We are looking for a Service Delivery Analyst to join a global IT team supporting Supply Chain & Finance operations across South Hub countries. This person will be the key point of contact for IT service operations in Brazil, working closely with external AMS vendors, internal stakeholders, and global support teams.
The role is based in Brazil and operates in a hybrid model (3 days on-site, 2 days remote). While the day-to-day focus is local, the services supported are global — making fluent English and strong cross-cultural communication skills essential. Spanish is a strong advantage given the broader regional team.

Key Responsibilities
•       Manage the RUN service and oversee its performance to ensure user effectiveness, adoption, and operational excellence for Supply Chain & Finance applications
•       Act as escalation point for critical incidents, coordinating resolution with all relevant parties and leading post-incident reviews
•       Work closely with support teams to ensure timely ticket resolution and identify recurring issues
•       Supervise and manage external AMS vendors responsible for support and maintenance, including Major Incidents
•       Lead a culture of Continual Service Improvement with vendors
•       Ensure standardized methods and procedures are in place for efficient change handling
•       Accountable for knowledge transition from enhancement/project teams to RUN teams (Build to Run process)
•       Perform proactive problem management to minimize failures
•       Establish governance processes to review SLAs, KPIs, vendor performance, and service quality
•       Build strong relationships with BRMs and key stakeholders to identify and address customer needs
•       Provide regular, accurate reports to management on service delivery performance and KPIs
•       Collaborate with application and infrastructure teams on issue resolution

Required Skills & Experience
•       Solid understanding of ITIL fundamentals (incident, change, problem management) — ITIL V4 certification is a plus, but equivalent hands-on experience is equally valued
•       Demonstrated experience managing IT service operations in a corporate environment
•       Experience managing and influencing external AMS or vendor teams
•       Strong soft skills: empathy, assertiveness, and the ability to have difficult conversations constructively
•       Ability to work in a global, multi-country environment with cross-functional teams
•       Excellent verbal and written communication skills in English (C1 or above)
•       Spanish proficiency is a strong differentiator

Technical Skills
•       Experience with SAP (Supply Chain and/or Finance modules) is highly valued
•       Hands-on experience with ServiceNow
•       Familiarity with Power BI or similar reporting tools is a plus
•       Background in IT with comfort navigating enterprise applications and financial/supply chain platforms

What We Value in This Role
The ideal candidate is someone who combines strong operational and process management capabilities with high emotional intelligence. We are looking for a person who:
•       Has a 100% management mindset — able to drive results through influence rather than direct authority
•       Is empathetic and knows how to navigate difficult conversations without losing composure
•       Is proactive and a self-starter who takes ownership beyond their defined scope
•       Is collaborative and thrives in cross-functional, multi-country environments
•       Is a tech enthusiast with genuine interest in IT and digital tools