Service Delivery Analyst

• Act as the primary liaison between internal teams to ensure effective coordination and communication.
• Support online reservation fulfillment processes and resolve customer inquiries.
• Maintain tools, documentation, and resources for operational teams.
• Analyze, troubleshoot, and escalate issues as needed.
• Collaborate with cross-functional teams to define and improve: Standard Operating Procedures (SOPs), Client-specific requirements, Product configurations
• Ensure adherence to internal policies, procedures, and compliance standards.
• Advise Client Management teams on best practices for online booking processes.
• Develop and document end-to-end reservation processing workflows.
• Provide post-implementation support for new processes and features until operational stability is achieved.
• Identify opportunities for process improvement and optimization.
• Identify, document, and escalate technical issues for resolution.
• Manage and monitor support requests through case management tools or service portals.
• Prioritize incidents based on business impact and urgency.
• Provide timely status updates and ensure resolution within defined SLAs.
• Coordinate advanced troubleshooting for complex or critical issues.
• Investigate issues with limited information and determine root causes.
• Apply analytical thinking and creativity to develop effective solutions.
• Drive continuous improvement through innovation and proactive recommendations.

Growth and Learning at Every Step Access continuous learning through internal academies, certifications, and mentorship. Explore career mobility across roles, industries, and geographies. Be part of a “school of excellence” where your skills resonate beyond the company.

 

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. At Capgemini Mexico, we aim to attract the best talent and are committed to creating a diverse and inclusive work environment, so there is no discrimination based on race, sex, sexual orientation, gender identity or expression, or any other characteristic of a person. All applications welcome and will be considered based on merit against the job and/or experience for the position.