Service Operations Specialist

Role Overview

• Monitor capacity and take actions to resolve shortfalls for medium complexity projects according to agreed procedures.
• Collect and analyze data related to capacity and demand, such as resource availability and project requirements, and share it with the Delivery Owner for further action.
• Implement demand management and capacity planning activities in coordination with the Delivery Owner.
• Communicate capacity and demand status, including changes, to stakeholders.
• Demonstrate a solid understanding of WorkStream processes and key metrics associated with each project/business.
• Use methods and tools as directed, adhering to established standards and procedures for workstream management.
• Contribute to the evaluation and review of methods and tools, providing feedback for improvement and compliance.
• Apply key business processes throughout the project lifecycle and support the documentation and maintenance of best practices and standards.
• Follow agreed procedures to identify, register, and categorise incidents.
• Gather information to facilitate incident resolution and allocate incidents appropriately.
• Maintain a knowledge management database.
• Assist in capturing, classifying, and leveraging content, and contribute to the development and maintenance of knowledge repositories and communities of practice.
• Monitor service delivery performance metrics.
• Support and guide teams in meeting SLAs as per agreed procedures.
• Liaise with stakeholders to plan for potential service level breaches and deterioration.
• Support managers and teams in resourcing and recruitment activities.
• Use recommended tools for planning, scheduling, and tracking resourcing activity.
• Assist in collecting and documenting workforce capability data.
• Support in performing basic gap analysis and aid in scheduling and organizing workforce planning activities.
• Help maintain a skills and capability inventory, ensuring data accuracy.
• Demonstrate the ability to understand and apply the Culture Code in business operational activities.
• Attain and apply a good comprehension of conformance to Corporate Policies and InfoSec, consistently achieving 100% attainment of assigned training.
• Actively participate in team meetings, share ideas, and provide constructive feedback.
• Maintain clear and timely communication with team members and managers.
• Efficiently manage and complete assigned tasks, meeting deadlines and quality standards.
• Pursue learning and development opportunities to improve job performance and contribute to team success.

Requirements

• Bachelor’s degree or equivalent experience in a relevant field.
• Previous experience in service delivery or related roles is advantageous.
• Strong organizational and multitasking skills.
• Excellent communication and interpersonal skills.
• Basic knowledge of service delivery principles and practices.

Benefits

• Great Mission and Culture
• Meaningful Work
• Market competitive salary
• Quarterly variable compensation
• Remote and Home working
• Comprehensive medical cover
• Group life insurance
• Personal development and growth opportunities
• Office snacks and lunch
• Periodic team building and social events