Service Operations Analyst – Pod

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

📋 Description

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

• Enhance transparency regarding open actions, obstacles, service risks, and operational dependencies among teams.

• Minimize reliance on Support Managers for non-technical tasks.

• Ensure consistent progress through organized follow-ups, accountability, and defined ownership.

• Facilitate QBR preparation and subsequent follow-through within the assigned scope.

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

• Assist in generating pod-level insights into performance, risks, and opportunities.

• Ensure that action items, opportunities, and service issues identified during QBRs or leadership reviews are monitored until completion.

• Oversee support-related projects, follow-up tasks, and operational workflows.

• Aid in managing timelines, action items, dependencies, documentation, meeting follow-ups, and accountability for support projects within designated pods.

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

⛳️ Requirements

• A minimum of 3 years of experience in service operations, business operations, project coordination, or a similar operational role, preferably within an MSP, IT services, or professional services context.

• Proven ability to ensure follow-through, ownership, and accountability.

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

• Exceptional written and verbal communication skills.

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

• Familiarity with operational tools such as Monday.com, ConnectWise Manage, Power BI, Excel, or comparable systems.

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

• Ability to establish structure, enhance workflows, and maintain momentum without solely depending on management escalation.

• Keen attention to detail and operational discipline.

• Willingness to function as a senior individual contributor in a role that is continuously evolving.

🏝️ Benefits

• Competitive salary

• Comprehensive benefits

• Professional development opportunities

• Great perks