Service Delivery Analyst

Service Delivery Analyst

Heredia

This opportunity is ideal for professionals with experience in data analysis, service management, or process optimization, who are looking to grow within a multinational environment and contribute to operational excellence through data-driven decision-making.

What will you do?

In this role, you will support service management operations by analyzing performance data, building dashboards, and identifying opportunities for process improvement. You will work closely with service managers and cross-functional teams to enhance efficiency, monitor KPIs, and ensure high-quality service delivery.

Key Responsibilities

Collaborate with Service Manager and team leaders to understand objectives and KPIs

Compile and analyze data related to KPIs and business processes

Develop dashboards and reports to visualize and communicate performance metrics

Identify opportunities for process improvements based on data insights

Support service optimization by sharing tools and best practices

Ensure reporting and analysis comply with service processes, SLAs, and policies

Support training initiatives related to KPI tools and data analysis methodologies

Escalate risks or issues requiring senior stakeholder attention

Assist in business continuity planning (BCP) from a data analytics perspective

Support additional Service Management projects as needed

Requirements

Bachelor’s degree in Business Administration, Engineering, Data Analytics, or related field

2–3 years of experience working with Power BI, Power Apps, and Power Automate

Experience building dashboards, automating workflows, and developing low-code solutions

Experience with ERP systems (SAP is a plus)

Advanced English level (B2+ / C1) — mandatory

Strong analytical and problem-solving skills

Excellent communication and interpersonal skills

Ability to manage priorities and coordinate multiple activities

Proactive mindset with a focus on continuous improvement

What we offer

Hybrid work model (2 days onsite, 3 days remote)

Private medical insurance (Pan-American Life)

Dental insurance

Annual performance bonus

Employee association (Asociación solidarista)

Employee assistance program (psychological, legal, financial, and nutritional support)

Learning and development platform