Managed Service Delivery Analyst

At Tailored Brands, we help people love the way they look and feel for their most important moments. Our Technology team loves the way they feel and thrive at work, with:

• Small, empowered teams that have fun delivering real value for our customers

• A culture that values a 50-year legacy while eagerly embracing the future 

Want to be part of this? We currently have an exciting opportunity for a Managed Service Delivery Analyst to join our Tailored Technology team. This individual will play a critical role in ensuring our Managed Service Providers (MSPs) deliver high-quality, consistent support while driving continuous service improvement and operational efficiency across IT support functions.

• Evaluate MSP Performance: Monitor and assess Managed Service Provider performance against SLAs, KPIs, and contractual obligations, identifying gaps and improvement opportunities

• Drive Service Quality: Analyze incident, request, and operational data to identify trends impacting user experience and service outcomes

• Lead Continuous Improvement: Partner with MSPs and internal teams to develop and execute process improvement plans that enhance service delivery and efficiency

• Enable Shift-Left Strategy: Identify and implement opportunities to transition work to lower support tiers (self-service, L1, automation) to improve speed and reduce escalations

• Govern Operational Metrics: Produce and present regular service performance reports, including insights, risks, and recommended actions for leadership review

• Collaborate Cross-Functionally: Work with IT Service Desk, Infrastructure, End User Technology, and vendors to align on priorities and remediation actions

• Support Incident & Problem Management: Participate in major incident reviews and problem management activities to ensure root cause analysis and preventative actions are implemented

• Ensure Contract Alignment: Validate that MSP delivery aligns with contractual commitments, including service scope, staffing models, and performance expectations

• 2+ years of experience in IT service management, service delivery, or vendor management

• Experience working with Managed Service Providers or outsourced IT support models

• Strong understanding of ITIL practices (Incident, Problem, Change, SLA management)

• Experience with ITSM platforms such as Ivanti or ServiceNow

• Strong analytical and reporting skills with ability to interpret service performance data

• Demonstrated ability to drive process improvements and operational efficiency

• Experience identifying automation and shift-left opportunities

• Strong communication and stakeholder management skills

If you see yourself in this role, but fall short in any areas above, apply anyway!  We love to invest in our team members!

Tailored Brands is North America’s leading specialty retailer of menswear, famous for world-class customer service and unique offerings like tailoring and custom suits. We are best known by our brands, including Men’s Wearhouse, Jos. A. Bank, K&G Fashion Superstore, and Moores Clothing for Men in Canada. 

We are emerging from the pandemic with incredible momentum. We own a unique and special market segment experiencing record-level demand. This has inspired our 3-year journey to become Legendary; an exciting strategy that leans heavily upon a strong technology foundation.

With over 1,000 stores across the US and Canada, 15,000 employees, and over 35 million customers, we’re the perfect size!  Large enough to demand leading-edge enterprise-worthy technology, but small enough to move quickly and empower our teams with significant scope & autonomy.  

This role is eligible for healthcare including medical, dental and vision, retirement savings (401k with a company match), income protection programs such as life, accident and disability insurance, paid time off for sick leave, vacation, bereavement, jury duty, and holidays, wellbeing program, commuter, adoption assistance, education assistance, legal services, and employee merchandise discounts. For more detailed information go Tailoredbrands.com/working-here/people-culture.

We understand the demands of work, school, family, and personal responsibilities. Through our work-life resources and programs we offer services for every stage of life to help you manage the day-to-day needs. We offer programs such as: 

• Meeting-Free Fridays (encouraged) | so you can catch up on work and self-development

• Summer Fridays | from Memorial Day to Labor Day so you can enjoy a head-start to the weekend 

• Holiday Early Departure | close out early the business day before a company observed holiday  

• Ability to sit and work at a computer keyboard for extended periods of time

• Ability to stoop, kneel, bend at the waist, and reach daily

• Able to lift and move up to 25 pounds occasionally

• Must utilize visual acuity, speech and hearing, hand and eye coordination and manual dexterity necessary to operate a computer and office equipment

• Hours regularly 40 hours per week, as work dictates working from our Corporate office in Houston, TX.

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.