Paradies Lagardère · 19 hours ago
Service Delivery Analyst
Atlanta Metro
Full-time
Onsite
Entry, Mid Level
2+ years expParadies Lagardère is looking for a Service Delivery Analyst to ensure the effective delivery of IT services across the organization. The role involves bridging business needs and technical capabilities, focusing on incident and problem management, process improvement, and service performance monitoring.
Hospitality
Responsibilities
Serve as the primary point of contact for escalated service delivery issues and ensure timely resolution
Monitor and analyze service performance metrics (SLAs, KPIs) to identify trends, gaps, and opportunities for improvement
Collaborate with IT teams and business stakeholders to ensure business continuity for all IT supported systems including but not limited to POS & peripherals, Network, SAP, Computers, Printers, Phones, etc
Responsible for formal communications regarding major event outages and any Root Cause Analysis documentation related to outage
Support the configuration and optimization of ITSM tools (e.g., ServiceNow), including incident, change, request, and asset management modules
Develop and maintain dashboards and reports to communicate service performance and improvement initiatives
Participate in root cause analysis and problem management to prevent recurring issues
Assist in vendor management and coordination of third-party support services
Contribute to the development and execution of the IT service delivery roadmap and strategic initiatives
Qualification
Required
Serve as the primary point of contact for escalated service delivery issues and ensure timely resolution
Monitor and analyze service performance metrics (SLAs, KPIs) to identify trends, gaps, and opportunities for improvement
Collaborate with IT teams and business stakeholders to ensure business continuity for all IT supported systems including but not limited to POS & peripherals, Network, SAP, Computers, Printers, Phones, etc
Responsible for formal communications regarding major event outages and any Root Cause Analysis documentation related to outage
Support the configuration and optimization of ITSM tools (e.g., ServiceNow), including incident, change, request, and asset management modules
Develop and maintain dashboards and reports to communicate service performance and improvement initiatives
Participate in root cause analysis and problem management to prevent recurring issues
Assist in vendor management and coordination of third-party support services
Contribute to the development and execution of the IT service delivery roadmap and strategic initiatives
Preferred
Bachelor's degree in information technology, Business Administration, or a related field
2–4 years of experience in IT service delivery, support operations, and 3rd level support experience with Retail/Dining POS systems
Familiarity with ITIL framework and best practices (certification preferred)
Experience with ServiceNow or similar ITSM platforms
Strong analytical and problem-solving skills
Excellent communication and stakeholder management abilities
Experience supporting regional or multi-site IT operations
Company
Paradies Lagardère
Paradies Lagardère is the North American division of Lagardère Travel Retail, a global leader operating more than 4,900 stores across Travel Essentials, Duty Free & Fashion and Foodservice in airports, railway stations and other concessions in 51 countries worldwide.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Gregg Paradies
President and CEO
John Jamison
EVP and Chief Financial Officer
Company data provided by crunchbase