Service Operations Analyst – Pod

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

📋 Description

• Serve as the primary contact for Service Operations within one or more service delivery pods.

• Offer transparency regarding ongoing actions, obstacles, service risks, and operational dependencies.

• Ensure readiness for Quarterly Business Reviews (QBR) and follow up on outcomes post-QBR.

• Track client health metrics, including backlog patterns, SLA risks, service escalations, and CSAT/NPS feedback.

• Monitor action items, opportunities, and service issues until they are resolved.

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

• Act as an operational partner for clients during support-related projects.

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

• Collaborate with Support Managers and Project Managers to ensure execution aligns with client expectations.

• Identify and address risks, delays, and coordination issues promptly.

• Manage billing workflows associated with support projects and regular reviews.

• Monitor billing consistency, usage trends, exceptions, and any gaps impacting revenue.

• Oversee visibility into quote management and ensure adherence to proposals/pricing.

• Enhance cross-functional workflows while establishing standards, expectations, and service levels.

• Keep track of dashboards, progress views, and operational metrics.

• Facilitate Service Ops workflows utilizing Monday.com, ConnectWise Manage, Power BI, and other related systems.

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

• Coordinate efforts across Service, Project Managers, Support Managers, Finance, and other relevant stakeholders.

• Identify tasks that are manual or repetitive for simplification, automation, or proper delegation.

• Support opportunities related to AI, automation, and workflow enhancements.

• Measure improvements in manual workload and task consistency.

• Contribute to developing a scalable support model for the Service Ops pod.

⛳️ Requirements

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

• Preferably, experience in a Managed Service Provider (MSP), IT services, or professional services setting.

• Strong follow-through, ownership, and accountability are essential.

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

• Excellent written and verbal communication abilities.

• Strong judgment in uncertain situations, including when to escalate issues and when to resolve them independently.

• Familiarity with Monday.com, ConnectWise Manage, Power BI, Excel, or other operational systems.

• Comfort in working with both technical and non-technical teams.

• Capability to establish structure, enhance workflows, and maintain momentum without excessive reliance on management escalation.

• Keen attention to detail and operational discipline.

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

• Experience with QBRs, client health reporting, or service delivery visibility is a plus.

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

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

🏝️ Benefits

• Competitive salary.

• Comprehensive benefits package.

• Attractive perks.

• Opportunities for professional and career development.

• A professional yet welcoming work environment.