Role Introduction
Reports To: Service Delivery Lead
This role is part of our Information Technology department, focused on delivering reliable and customer-centric IT services that support business operations across the organization.
As a Service Delivery Analyst, you will play a key role in supporting IT operational functions to ensure service excellence and meet evolving customer expectations. You will be responsible for maintaining sustainable IT service delivery to business units, ensuring that service levels are met and continuously improved.
With your strong analytical mindset and commitment to quality, you will collaborate with cross-functional teams to monitor performance, resolve service issues, and contribute to the enhancement of IT processes. This role offers a dynamic environment with structured career development and the opportunity to make a meaningful impact on how technology supports the business.
Key Responsibilities
- Assist manager to coordinate IT service acquire to retire through IT service management cycle to improve IT Service stability and customer satisfaction
- Support adoption of service management capabilities and automation solutions to Infrastructure and Application Service owners
- Coordinate cross platform automation solutions to reduce manual Operation activities and Service Management Framework to improve Operational quality
- Understand business service expectations and lead teams to deliver or exceed expectations of IT Service
- Establish and maintain IT service quality and customer experience to ensure uninterrupted business operations, while ensuring that all operational procedures are clearly defined, lean, efficient, well-documented, and consistently applied across the organization.
- Promote a strong team culture focused on service excellence and ownership, while driving improvements to enhance customer experience and automate backend processes. Track service performance against SLA/KPI and encourage a mindset of continuous improvement with support teams.
- Recommend and maintain service level compliance and exemptions with all internal and external support partners responsible for delivering IT service obligations to CPA, while actively engaging stakeholders to drive continuous improvement in IT service customer satisfaction and overall business value through structured customer satisfaction surveys.
- Support fiscal compliance by managing operational budget responsibilities, ensuring adherence to audit requirements, and remediating any identified risks. Deliver IT service functions in an agile and cost-efficient manner, and evaluate new or modified IT services—including requirements, design, vendor proposals, service agreements, contracts, and related IT policies and procedures—through close engagement with support owners.
- Work together with Assistant Managers and Regional IT Coordinators (RICs) to deliver IT operational services across global Outport offices and subsidiaries, while maintaining and supporting the service portfolio by categorizing the service catalogue from a persona and user entitlement perspective. Collaborate closely with the automation and fulfilment teams to enhance self-service capabilities and improve user experience for both internal and external customers
- Provide administration support to service management steering committee for CPA, Regional General Managers, and Subsidiaries management on service review meetings, and represent IT operations to coordinate project engagement from the initial phase through to handover to BAU support, ensuring all operational requirements are clearly communicated to the project team and smoothly transitioned to the respective operations owners
Requirements
- 4 years working experience in the IT industry is an advantage. Tertiary educations are desirable
- Able to follow management decisions; ability to work independently with minimal direction; actively contribute on improving and developing IT services
- Customer service oriented and good team player; keep manager informed of issues of importance and relevance while provide support to all team members
- Consciously review mistakes and successes to improve performance
- Demonstrate ability to understand technical detail and able to collaborate with automation and development team
- Sound knowledge in project management, ITOM (Information Technology Operation Management) and ITSM (Information Technology Service Management)
- Intermediate skill level in Microsoft Office suite
- Experience in dashboard and reporting for KPI (Key Performance Indicators) and SLA (Service Level Agreement) measurement
- Basic knowledge in quality assurance, ITIL (Information Technology Infrastructure Library) standards, Service Transition Planning & Support, IT operational processes/methodologies. General knowledge in Infrastructure products and DevOps is an advantage
- Strong problem solving and analytical skills; good analytical, written, communication, strong client satisfaction and interpersonal skills. Good command in English, Cantonese, and Mandarin
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.
