Raas Infotek · 1 day ago
Business Analyst/ Architect
San Francisco, CA
Contract
Onsite
Senior Level, Lead/Staff
15+ years expRaas Infotek is seeking a Business Analyst/Architect to oversee service delivery processes and ensure alignment with client expectations. The role involves leading a team, developing service level agreements, and conducting service reviews to enhance client satisfaction.
Information Technology
No H1B
Hiring Manager
Puja Tiwari
Responsibilities
Oversee the end-to-end service delivery process, ensuring alignment with client expectations and business objectives
Lead a team of professionals, providing mentorship and guidance to enhance their performance and career growth
Develop and maintain service level agreements (SLAs) and key performance indicators (KPIs) to monitor service delivery effectiveness
Conduct regular service reviews with the clients addressing concerns and identifying opportunities for improvement
Implement continuous improvement initiatives to optimize service delivery workflows and enhance client satisfaction
Act as the primary point of contact for client escalations and ensure timely resolution of issues
Coordinate with cross functional internal teams to ensure timely and accurate service delivery, addressing any issues that arise
Gather and analyze service performance data to identify trends and opportunities for improvement
Build and maintain strong relationships with client, acting as a point of contact for service-related inquiries
Qualification
Required
8+ years of experience in service delivery management or related roles
Proven track record of successfully managing service delivery for enterprise-level clients
Strong understanding of ITIL framework and best practices in service management
Exceptional communication and interpersonal skills, with the ability to build relationships with clients and stakeholders
Ability to analyze data and generate insights to inform decision-making
Excellent verbal and written communication skills
Ability to work collaboratively in a team-oriented environment
Having a proven track record in leading and managing large teams
In depth knowledge of Warehouse Management System, along with good working knowledge of SCI reporting and Labor Management modules
Excellent understanding of integration development
In depth knowledge of Transportation Management Systems (generic)
Proficiency in service management software and tools
Strong analytical skills with experience in data analysis and reporting
Familiarity with cloud services and infrastructure
Strong understanding of ITIL framework
10–15 years as Business Analyst in Warehouse domain with strong expertise in Planning, Process and Financials, along with Manhattan WMS and custom WMS systems
Deep functional knowledge of Purchase Order lifecycle, Planning rules, Carrier onboarding, and Invoice reconciliation
Strong requirements engineering: BRD/FRD/User Stories, acceptance criteria, and traceability; proficient in process mapping (BPMN)
Ability to analyze procurement data using SQL/Excel/Power BI for cost optimization and vendor performance metrics
Excellent stakeholder management and governance reporting (status, RAID, KPIs)
Exposure to integration flows between TMS, ERP, and WMS systems
Preferred
Experience in project management methodologies such as Agile or Scrum
Familiarity with service management tools and platforms
Relevant certifications, such as ITIL, PMP, or Six Sigma
Company
Raas Infotek
RAAS Infotek is a full spectrum global Information Technology services company, providing end-to-end business solutions.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase