该职位来源于猎聘 POSITION TITLE: Senior Analyst, IT Service Delivery LOCATION OF POSITION:

Shanghai REPORTING TO: Senior Manager, Infrastructure Services ABOUT YOUR ROLE: We are seeking an experienced and proactive Senior Analyst, IT Service Delivery to lead the IT Service Delivery team in Shanghai, China. As a key member of the Infrastructure ITSM Team, you will guide daily operations, support users with IT-related issues, and collaborate with global counterparts to maintain seamless service delivery. This role also includes reporting responsibilities, managing priorities, and taking ownership of active Major Incidents during the shift. YOUR RESPONSIBILITIES WILL INCLUDE: Include but not limited to

• Lead and inspire the IT Service Delivery team in Shanghai, fostering a collaborative and high-performing environment.
• Provide direction and support to team members to ensure effective resolution of issues and alignment with ITSM processes.
• Coordinate scheduling, task assignments, and workload distribution to meet service objectives.
• Provide direct support for IT-related problems and service requests.
• Own, manage, or contribute to Incidents, Major Incidents, Change Requests, and Service Requests.
• Take ownership of Major Incidents that arise during the Shanghai coverage shift, ensuring resolution and escalation as needed.
• Collaborate with global team leads to provide shift handover reports at the start and end of each shift.
• Generate and analyze reporting metrics, ensuring visibility into team performance and key trends.
• Monitor and prioritize tickets to meet service level agreements (SLAs).
• Ensure adherence to ITSM processes, maintaining accurate documentation and records of support activities.
• Act as a point of escalation for complex or unresolved issues within the team.
• Work as part of a global IT team to resolve tickets from multiple regions.
• Contribute to cross-regional initiatives and process improvements to enhance service delivery.. WHAT WE WILL BE LOOKING FOR IN YOU: Include but not limited to  Experience:
• Previous experience in a customer service or IT Service Desk role.
• Proven leadership experience, including guiding teams and driving operational success.  Technical Skills:
• Strong ability to follow technical instructions and work effectively in a technical environment.  Language Proficiency:
• Fluency in both Mandarin Chinese and English, written and spoken.  Tools/Systems Knowledge:
• Familiarity with using a ticketing system and experience working within a phone queue.
• Proficiency in reporting metrics and analyzing data to drive performance improvements.  Interpersonal Skills:
• Strong communication, collaboration, and problem-solving skills.
• Ability to manage competing priorities in a dynamic, global IT environment. ACADEMIC QUALIFICATIONS
• Bachelor’s degree or above in Computer Science and Technology, or a related field. Other Specific Working Conditions: *If the job requires a person to work in special working conditions this should be stated in the job description. Special working conditions cover a range of circumstances from regular evening and weekend work, shift work, working outdoors, working with challenging clients, and so forth