Service Operations Analyst – Pod

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

📋 Description

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

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

• Ensure that tasks progress through systematic follow-ups, accountability measures, and clear ownership.

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

• Drive readiness for Quarterly Business Reviews (QBRs) and ensure follow-through post-QBR.

• Monitor indicators of client health, backlog trends, SLA risks, service escalations, CSAT/NPS feedback, and other operational signals.

• Prepare visibility reports at the pod level regarding performance, risks, and opportunities.

• Track action items, opportunities, and service concerns from QBRs and leadership reviews to completion.

• Coordinate support-related projects, schedules, action items, dependencies, documentation, meeting follow-ups, and accountability for owners.

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

• Attend client meetings to discuss status, clarify next steps, gather requirements, and maintain commitments.

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

• Identify risks, delays, and coordination gaps before they impact the client experience.

• Manage and refine billing workflows associated with support projects, recurring reviews, and monthly follow-ups.

• Oversee billing alignment, usage trends, exceptions, and revenue-impacting discrepancies.

• Maintain visibility on quote management, ensuring efficient movement of proposals, pricing follow-ups, and approvals.

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

• Identify workflow inefficiencies and suggest scalable operational structures.

• Manage complex cross-functional workflows from start to finish, ensuring they are well-documented and sustainable.

• Enhance process design, reduce manual tasks, and resolve recurring blockers and unclear transitions.

• Assist in defining standards, expectations, and service levels for Service Operations workflows.

• Monitor dashboards, progress views, and operational trackers.

• Support Service Operations workflows within Monday.com, ConnectWise Manage, Power BI, and related systems.

• Maintain visibility into aging tasks, SLA issues, billing/process gaps, and pod-level risks.

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

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

• Facilitate work across departments without direct authority, communicating status, risks, blockers, and next steps.

• Identify manual or repetitive tasks for simplification, automation, or appropriate delegation.

• Support opportunities for AI, automation, and workflow enhancement.

• Measure the impact of changes on reducing manual workloads and enhancing consistency.

• Contribute to a scalable support model for pods.

⛳️ Requirements

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

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

• Strong follow-through, ownership, and accountability skills.

• Capacity to manage multiple cross-functional priorities in a dynamic environment.

• Exceptional written and verbal communication capabilities.

• Strong judgment in ambiguous situations, including knowing when to escalate issues and when to pursue resolutions directly.

• Experience with 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 ensure progress without solely relying on management escalation.

• Keen attention to detail and operational discipline.

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

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

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

• Ability to identify patterns, translate ambiguity into structure, and enhance operating processes.

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

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

• Interest in shaping a growing Service Operations pod model.

• 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 for team members.