Service Operations Analyst – Pod

This is a fully remote position, open to applicants in Peru.

📋 Description

• Serve as the primary contact for Service Operations across one or more service delivery teams.

• Ensure transparency on open tasks, obstacles, service risks, and operational dependencies.

• Foster structured follow-up, accountability, ownership, and consistent implementation.

• Collaborate with managers and stakeholders to enhance operational rhythm and minimize friction.

• Lead QBR preparation and follow-up actions post-QBR.

• Oversee client health metrics, backlog trends, SLA risks, service escalations, CSAT/NPS feedback, and other operational signals.

• Monitor QBR and leadership-review action items, opportunities, and service issues until resolution.

• Organize support-related projects, timelines, action items, dependencies, documentation, meeting follow-ups, and owner accountability.

• Act as a client-facing operational collaborator during support initiatives.

• Engage in client meetings to assess status, clarify next steps, gather requirements, and uphold commitments.

• Align internal execution with client expectations in collaboration with Support Managers and Project Managers.

• Identify risks, delays, and coordination gaps proactively.

• Manage and refine billing workflows, including alignment, usage trends, exceptions, and revenue-impacting gaps.

• Oversee quote visibility and ensure follow-through on proposals, pricing, and approvals.

• Establish checks and balances for accurate, timely, and measurable execution by Admin and Associates.

• Own complex cross-functional workflows from start to finish and enhance process design.

• Define standards, expectations, and service levels for Service Operations workflows.

• Monitor dashboards, progress views, and operational trackers.

• Support Service Ops workflows using Monday.com, ConnectWise Manage, Power BI, and related systems.

• Maintain oversight of aging work, SLA issues, billing/process discrepancies, and pod-level risks.

• Collaborate with leadership on metrics, operational visibility, and dashboard utilization.

• Coordinate with Service, Project Managers, Support Managers, Finance, and other stakeholders.

• Communicate updates, risks, obstacles, and next steps effectively.

• Identify opportunities for simplifying, automating, or reassigning manual or repetitive tasks.

• Assist with AI, automation, and workflow enhancement initiatives.

• Evaluate improvements in manual workload and consistency.

• Contribute to a scalable pod support framework.

⛳️ Requirements

• Minimum of 3 years of experience in service operations, business operations, project coordination, or a similar operational role.

• Ideally, experience in an MSP, IT services, or professional services setting.

• Strong commitment to follow-through, ownership, and accountability.

• Ability to juggle multiple cross-functional priorities in a fast-paced environment.

• Excellent written and verbal communication skills.

• Strong judgment in uncertain situations, including knowing when to escalate and when to resolve issues directly.

• Proficient in Monday.com, ConnectWise Manage, Power BI, Excel, or comparable operational systems.

• Comfortable working with both technical and non-technical teams.

• Capable of creating structure, improving workflows, and ensuring progress without solely relying on management escalation.

• Strong attention to detail and operational discipline.

• Willingness to function as a senior individual contributor in a dynamic role.

• Experience supporting QBRs, client health reporting, or service delivery visibility.

• Familiarity with billing workflows, quote/proposal management, utilization tracking, or financial process coordination.

• Ability to recognize patterns, bring structure to ambiguity, and enhance operational processes.

• Process-oriented mindset focused on scalability, simplification, and operational maturity.

• Leadership maturity with the ability to influence outcomes without direct people-management authority.

• Technical aptitude or interest in service-delivery systems, reporting, and workflow automation.

🏝️ Benefits

• Competitive salary.

• Comprehensive benefits package.

• Attractive perks.

• Opportunities for professional and career development.