Service Operations Excellence Analyst

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

📋 Description

• Oversee the effectiveness of service delivery and operational performance.

• Detect inefficiencies in processes and explore opportunities for continuous improvement.

• Collaborate with operational and engineering teams on improvement initiatives.

• Maintain reports on operational performance, dashboards, and improvement trackers.

• Analyze workloads, staffing capacity, and resource utilization.

• Assist in workforce forecasting and capacity planning.

• Generate operational reports and management information.

• Recognize workload patterns, capacity limitations, and potential resource needs.

• Aid in operational quality assurance efforts and service evaluations.

• Ensure compliance with procedures and operational standards.

• Manage the upkeep of knowledge articles, runbooks, and process documentation.

• Identify quality deficiencies and monitor corrective improvement actions.

• Organize training sessions and employee development programs.

• Keep track of technical skills, training needs, and competency development.

• Facilitate internal career advancement and specialist development initiatives.

• Oversee training progress and identify skill gaps.

• Support governance efforts and operational compliance obligations.

• Coordinate operational readiness assessments and service acceptance documentation.

• Monitor improvement initiatives, ownership of actions, and anticipated benefits.

• Maintain governance records and provide progress reports to management.

⛳️ Requirements

• Relevant professional experience in at least two of the following domains: service operations and continuous improvement; workforce planning and reporting; quality assurance and knowledge management; training and capability development; governance and operational readiness.

• Proficient in Microsoft Excel and Microsoft 365 applications.

• Strong written communication and documentation abilities.

• Capable of preparing reports, analyzing data, and presenting findings effectively.

• Excellent organizational, analytical, problem-solving, and attention-to-detail skills.

• Ability to coordinate activities among various teams and stakeholders.

• Capacity to work independently, manage priorities, and follow through on assigned tasks.

• Eagerness to learn new operational disciplines and build cross-functional expertise.

• Desirable: experience in a Security Operations Centre, Managed Security Service Provider, or IT service management setting.

• Desirable: familiarity with cybersecurity operations and incident management.

• Desirable: experience with Power BI or other reporting and collaboration platforms.

• Desirable: understanding of ITIL or other service management methodologies.

• Desirable: exposure to operational audits, workforce planning, or service improvement initiatives.

• Desirable: experience in supporting technical teams or operational management.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness programs.

• Opportunities for professional development and continuing education.

• Flexible working hours and remote work options.