Senior Technology Service Delivery Analyst (ITSM)

Location: Luxembourg City, Luxembourg

Company

FundRock is a Pan-European independent UCITS management company and AIFM within the hirify.global, serving established blue-chip clients and domestic market leaders.

What you will do

• Manage service delivery for assigned customers in line with SLAs and OLAs.
• Coordinate Incident, Request, Problem, and Change Management activities, including major incidents from identification through resolution.
• Communicate with customers and stakeholders during major incidents and act as an escalation point for service quality issues.
• Prepare and present daily, weekly, and monthly KPI and SLA reports, including structured major incident reports and customer satisfaction analysis.
• Maintain problem records, root-cause analyses, action plans, risk registers, and issue logs.
• Support disaster recovery testing, configuration governance, audits, compliance documentation, and continuous service improvement.

Requirements

• Degree in Information Technology or equivalent relevant experience.
• 3–7 years of experience in IT Service Delivery, including work with OLAs and internal customers.
• Practical experience in ITSM, ITIL environments, Incident, Problem, and Change Management.
• Infrastructure technical background, with experience supporting auditors, controls, documentation, vendors, and budgets.
• ITIL v4 certification with practical experience; PM certification is desirable.
• Mandatory English proficiency in speaking, reading, writing, and listening.

Nice to have

• Experience in outsourced IT environments.
• Project management certification.

Culture & Benefits

• Multicultural environment within a global business.
• Education support, in-house training, and talent development opportunities.
• Location-specific benefits designed to respect local ways of working.
• Support and sponsorship programs may be available depending on location and eligibility.