Managed Service Delivery Analyst
About The Position
At Tailored Brands, we help people love the way they look and feel for their most important moments. Our Technology team loves the way they feel and thrive at work, with small, empowered teams that have fun delivering real value for our customers and a culture that values a 50-year legacy while eagerly embracing the future. We currently have an exciting opportunity for a Managed Service Delivery Analyst to join our Tailored Technology team. This individual will play a critical role in ensuring our Managed Service Providers (MSPs) deliver high-quality, consistent support while driving continuous service improvement and operational efficiency across IT support functions.
Requirements
- 2+ years of experience in IT service management, service delivery, or vendor management
- Experience working with Managed Service Providers or outsourced IT support models
- Strong understanding of ITIL practices (Incident, Problem, Change, SLA management)
- Experience with ITSM platforms such as Ivanti or ServiceNow
- Strong analytical and reporting skills with ability to interpret service performance data
- Demonstrated ability to drive process improvements and operational efficiency
- Experience identifying automation and shift-left opportunities
- Strong communication and stakeholder management skills
Nice To Haves
- If you see yourself in this role, but fall short in any areas above, apply anyway! We love to invest in our team members!
Responsibilities
- Evaluate MSP Performance: Monitor and assess Managed Service Provider performance against SLAs, KPIs, and contractual obligations, identifying gaps and improvement opportunities
- Drive Service Quality: Analyze incident, request, and operational data to identify trends impacting user experience and service outcomes
- Lead Continuous Improvement: Partner with MSPs and internal teams to develop and execute process improvement plans that enhance service delivery and efficiency
- Enable Shift-Left Strategy: Identify and implement opportunities to transition work to lower support tiers (self-service, L1, automation) to improve speed and reduce escalations
- Govern Operational Metrics: Produce and present regular service performance reports, including insights, risks, and recommended actions for leadership review
- Collaborate Cross-Functionally: Work with IT Service Desk, Infrastructure, End User Technology, and vendors to align on priorities and remediation actions
- Support Incident & Problem Management: Participate in major incident reviews and problem management activities to ensure root cause analysis and preventative actions are implemented
- Ensure Contract Alignment: Validate that MSP delivery aligns with contractual commitments, including service scope, staffing models, and performance expectations
Benefits
- healthcare including medical, dental and vision
- retirement savings (401k with a company match)
- income protection programs such as life, accident and disability insurance
- paid time off for sick leave, vacation, bereavement, jury duty, and holidays
- wellbeing program
- commuter
- adoption assistance
- education assistance
- legal services
- employee merchandise discounts
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
