Service Delivery Analyst

Description:

Reporting to the Manager, Business & Support Services, the Service Delivery Analyst provides support to the customer service strategy, optimization of various service channels, identification, design and implementation of continuous improvement initiatives, as well as business analysis and recommendations. The incumbent is responsible for designing and implementing performance measurement strategies identifies business needs and analyzes processes to recommend data‑driven solutions that improve organizational outcomes.and reporting. The incumbent supports projects, corporate service delivery initiatives and supports the development of the City’s policies impacting citizen-facing services.

GENERAL DUTIES

Provide in-depth analysis and interpretation of data for services provided by the Division.

Supports the development and execution of the Division’s customer service strategy, monitoring, and reporting processes. Liaises with other City Departments through the strategic planning process. Makes recommendations to Leadership on divisional priorities. Ensures current business plans are in alignment with corporate strategic plans and reporting requirements.

Supports the identification and implementation of detailed performance management principles, reporting mechanisms and corresponding communications. Supports the implementation of performance metrics and criteria for service and financial monitoring as well as assists in the development, recommendation and interpretation of policies and procedures related to service delivery.

Supports change management related to divisional priority work.

Provide confidential support to Service Delivery initiatives that create and monitor service delivery channel performance, reduce costs, and provide improved service to citizens.

Leads continuous improvement initiatives and makes recommendations for improvements to services supported by the Division. Evaluates current workflows and recommends enhancements to increase efficiency, reduce risk, and improve overall performance.

Work with multiple data sources to analyze performance of service delivery efforts.

Create, review and design measurement strategies for Key Performance Indicators development and reporting. Identify and present measurement trends and show how to strategically use these trends to plan and evaluate service improvements.

Assess return on investment and cost benefit analysis of call handling service channel strategies and other service delivery initiatives.

Co-ordinate and assist in cost/benefit analysis studies, project evaluation and assist in service delivery analysis, recommending effective strategies and monitoring current impacts both short-term and long-term, including labour and staffing impacts.

Supports contractual obligations as part of the Business and Support Service Portfolio, including new internal and external contracts.

Contribute analysis to support responses to issues and queries raised by Council, corporate management and the public.

Monitor and examine emerging service trends and integration with other service channels that impact the municipal sector.

Clearly identifies, documents, and validates business needs to ensure solutions align with organizational goals.

Work in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.

Performs other duties as assigned, which are directly related to the major responsibilities of the job

Qualifications

A university degree in business, applied math, information systems or business analysis with developed competence in quantitative methodologies and analysis, performance measurement, statistical analysis, or business analysis.
Demonstrated 3-5 years of experience in developing strategies for measuring the performance of municipal or government services, including utilizing service delivery research methodologies and generating comprehensive analysis from various data sources to inform confidential recommendations about service delivery and required organizational changes with a view to a corporate service channel strategy.
Strong analytical and problem‑solving skills demonstrating the ability to interpret data, identify trends, and translate complex information into clear, actionable insights.
Demonstrated experience with the development of tools and processes for managing and optimizing service delivery and performance.
Experience with service delivery models, systems, policies and programs; business process analysis, system analysis and data analysis; experience in providing analysis to support business cases with revenue projections and/or cost savings.
Strong project management and organizational skills; ability to balance multiple, time-sensitive projects; proven analytical and problem-solving abilities; strong attention to detail, objectivity, accuracy and consistency; excellent computer skills.
Strong stakeholder engagement demonstrating the skill to facilitate discussions, gather requirements, and clearly convey information between technical and non-technical audiences.
Able to communicate effectively at all levels of the organization, including verbal, written, listening; ability to prepare reports, training sessions, presentation materials and present technical analysis effectively to non-technical audiences; effective facilitation, communication, presentation, interpersonal and diplomacy skills; ability to maintain confidentiality