Service Delivery Analyst

Do you have experience in cost center management for IT services and budget responsibility? Do you have analytical skills to understand customers' requirements and build a business case? Have you worked with the commercial area to analyze and design potential sales opportunities in the IT industry? Do you proactively suggest things rather than follow or be a doer? If you said yes to all, below you will find more details of this role.

**About the Job**:
Manage the USA /Canada & LATAM commercial pricing model process into one or more customer accounts and partner with Bids & Sales teams to provide cost to end client

**What will you do?**:

- The ability to independently conduct complex analysis and build commercial models to drive data-driven negotiation leverage.
- The natural inclination to evaluate and challenge business-as-usual practices with an open-minded, always learning, and proactive mindset, informed by a deep understanding of the factors and challenges across the infrastructure landscape.
- Leads and is a regular contributor and innovator to the continual improvement of Service Delivery standards and practices for the customer contract and Service Delivery Management community.
- To analyze each business opportunity, identifying and defining requirements for new services.
- Actively own service risks, control service costs and improve productivity of high complexity contracts for customers and ESP to increase profitability (ESP) and continually improve cost-effectiveness (for ESP & customer)
- Provide complex, multi-service line cost modeling including full P&L analysis & cost.
- Provide detailed analysis and commentary on the commercial viability of potential sales opportunities at review meetings.
- Experience in managing complex customer situations.
- **_You will be w_**_orking remotely (preferably located in Bogotá or Cali)_**_ 46H a week; covering the hours from 08:00 AM to 05:00 PM US Central time. _**_Colombian holidays will be free_**

**What will you bring to ESP?**
- At least 3 years of experience working in the **IT services industry** (ideally in the aviation field) managing and driving a full account Profit and Loss.
- **Proficient in English to a business fluent level**, both spoken and written
- Advanced Excel skills for cost modeling
- Knowledge of creating business cases to support pricing quotes.
- Has ITIL v4 (minimum Foundation Level)
- Very good verbal and written communication skills
- Excellent interpersonal skills: the ability to communicate with customers at all levels

**What we will offer**:
**Personal & Professional Development**

**Diversity, Inclusion & Belonging**
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here.

**Salary**
We offer a competitive range based on suitability or experience

**Benefits**
- Social Security contributions by law
- Company equipment provided
- PTO days (15 Vacation days)
- ESP Learning
- Perkbox discounts

**Who are we**:
ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that manages over 1,000 tickets a day for more than 200 customers.

We are a global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems.

Our vision and ethos have stood the test of time and we aim to exceed expectations and delight customers every time and our values are integral to the way we work together.
- ESP Global Services is an Equal Opportunity Employer._