We are seeking a Service Delivery Analyst who will play a crucial role in ensuring the reliability of our IT services through effective monitoring and continuous improvement. The successful candidate will collaborate with leaders in infrastructure engineering, product development, operations, and application support to configure and enhance service monitoring systems. This is an office-based shift role as part of a 24/7/365 operation, and shift patterns may change based on management and business needs.

Position Responsibilities:

Service Delivery Management:

• Oversee and ensure service delivery meets quality standards and client expectations.
• Implement service management frameworks and tools to enhance service efficiency.
• Develop action plans and strategies based on data analysis to improve service delivery.

Monitoring Solutions:

• Instrument monitoring solutions on various infrastructure platforms.
• Script custom monitoring solutions and AI instrumentation.
• Utilize tools like New Relic, Azure Monitor, Grafana, and more to build performance and reliability metrics.

Technical Documentation:

• Develop and maintain comprehensive documentation for service delivery processes and procedures.
• Ensure documentation is clear, accurate, and accessible to relevant stakeholders.

Process Improvements:

• Identify opportunities for service delivery process enhancements and implement best practices to increase efficiency.
• Collaborate with cross-functional teams to drive continuous improvement initiatives.

Data Analysis and Troubleshooting:

• Conduct quality checks on service delivery data to identify trends and patterns.
• Leverage data insights to inform process improvements and strategic decisions.
• Capable of troubleshooting, identifying issues, and providing solutions.

Stakeholder Communication:

• Serve as a liaison between stakeholders to communicate service status, risks, and opportunities.
• Work closely with developers, system architects, and IT staff to translate business requirements into service delivery specifications.

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.
• At least 1-5 years of experience with scripting languages such as Java, JSON, Ruby, Python, PowerShell, JavaScript, and Regex.
• Experience with monitoring tools like New Relic, Azure Monitor, Grafana, and others.
• Strong understanding of networking and internet protocols, including TCP/IP, DNS, SMTP, HTTP, and distributed networks.
• Proven experience in service delivery management, data analysis, and system engineering.
• Excellent communication and organizational skills.

Preferred Qualifications:

• Advanced knowledge of Docker, Cloud Foundry, Azure Kubernetes, and other components supporting automated, resilient platforms.

When you join our team:

• We’ll empower you to learn and grow the career you want. We'll
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].