Managed Services Delivery Analyst

Title: Managed Services Delivery Analyst (MSDA)

Location: Mumbai

Education: Any Degree

About Datavail

Datavail is a leading provider of Managed Services, consulting, and technology solutions that help organizations maximize the value of their data, applications, and cloud investments. We partner with customers to deliver operational excellence, proactive support, and measurable business outcomes through scalable service-delivery models and deep technical expertise.

Position Overview

The Managed Services Delivery Analyst (MSDA) serves as the operational backbone and system of execution for Managed Services accounts and delivery programs.

This role is responsible for coordinating the operational processes, reporting, governance support, documentation, onboarding activities, compliance administration, and delivery enablement that drive successful service outcomes across a portfolio of customers.

Working closely with Customer Success Managers, Delivery Managers, Practice Leaders, Operations teams, and technical resources, the MSDA ensures that services are executed consistently, accurately, and efficiently while maintaining visibility into performance, risks, actions, and operational readiness.

The MSDA plays a critical role in enabling scale across the Managed Services organization by delivering the operational structure, discipline, and insights required for high-quality service delivery.

What You'll Do

Service Delivery Coordination

- Coordinate operational activities across a portfolio of Managed Services customers.
- Track milestones, deliverables, dependencies, risks, and action items.
- Facilitate cross-functional communication between Customer Success, Delivery, Operations, and technical teams.
- Support execution of service-management processes and operational standards.
- Maintain visibility into service-delivery progress and operational priorities.

Onboarding & Operational Readiness

- Coordinate onboarding activities for new Managed Services customers.
- Track onboarding milestones, dependencies, and readiness requirements.
- Support transition activities between Sales, Professional Services, Delivery, and Managed Services teams.
- Ensure required documentation, access, communications, and operational processes are established before service launch.

Reporting, Governance & Analytics

- Produce recurring operational reports, dashboards, and performance metrics.
- Prepare materials for governance reviews, service reviews, and leadership reporting.
- Analyze service-delivery trends, KPI performance, utilization, and operational health indicators.
- Provide actionable operational insights that support service-improvement initiatives.

Documentation, Compliance & Administration

- Maintain customer operational documentation, governance records, and service-management artifacts.
- Manage data quality and integrity across service-management systems and reporting platforms.
- Support access governance, audit activities, compliance reviews, and operational controls.
- Coordinate documentation updates and process adherence across internal stakeholders.

Risk, Issue & Action Management

- Track operational risks, issues, dependencies, and remediation activities.
- Monitor action-item completion and follow-through across customer and internal initiatives.
- Support escalation and problem-management processes.
- Provide visibility into operational concerns and emerging delivery risks.

Continuous Improvement

- Identify opportunities to improve operational efficiency, scalability, and service quality.
- Support process-improvement initiatives, workflow optimization, and operational maturity programs.
- Contribute to the evolution of Managed Services standards, governance practices, and reporting capabilities.

What You'll Bring

Education

- Bachelor's degree in Business, Information Systems, Technology, Operations Management, or a related field preferred.
- Equivalent professional experience considered.
- ITIL certification preferred.
- Lean, Six Sigma, Project Management, or Process Improvement certifications are a plus.

Experience

- 3-7 years of experience in Managed Services, Service Delivery, IT Operations, PMO, Customer Success Operations, Project Coordination, Business Operations, or a related field.
- Experience supporting operational reporting, analytics, and performance management.
- Familiarity with ITIL-based service-management practices.
- Experience working within cross-functional and matrixed organizations.
- Experience with ServiceNow, Salesforce, Microsoft Excel, reporting tools, and service-management platforms preferred.

Key Skills & Competencies

- Service Delivery Coordination
- Operational Governance
- Reporting & Analytics
- KPI Development and Measurement
- Documentation Management
- Data Quality Management
- Risk & Issue Management
- Audit & Compliance Support
- Process Execution
- Cross-Functional Collaboration
- Organizational Planning
- Problem Solving
- Continuous Improvement
- Communication & Stakeholder Coordination
- Attention to Detail

Success in This Role

Successful Managed Services Delivery Analysts are highly organized, execution-oriented professionals who bring structure, visibility, and consistency to complex service environments. They excel at coordinating across teams, managing operational details, maintaining data integrity, and ensuring that service-delivery processes run smoothly at scale.

Most importantly, they help create exceptional customer outcomes through operational excellence.

Why Join Datavail?

At Datavail, you'll have the opportunity to help shape the future of Managed Services while working alongside industry experts in a collaborative, customer-focused environment. You'll contribute to meaningful customer outcomes, support operational transformation initiatives, and play a critical role in enabling scalable service delivery across a growing organization.

Datavail is an Equal Opportunity Employer and values diversity at all levels of the organization.