Service Operations Specialist Job CloudFactory
Customer Service Jobs. CloudFactory Jobs
Key Responsibilities
Service Delivery & Capacity Management
- Monitor project capacity and resolve shortfalls following defined procedures.
- Collect and analyze data on demand, capacity, and resource availability, sharing insights with Delivery Owners.
- Implement capacity and demand management plans, keeping stakeholders informed of changes and risks.
- Ensure delivery teams meet SLAs and proactively plan for potential service level breaches.
Process & Performance Excellence
- Apply standardized workstream processes, tools, and metrics to maintain consistency and quality.
- Support process evaluations, provide feedback, and help document best practices.
- Track and report service delivery performance, contributing to continuous improvement initiatives.
Incident & Knowledge Management
- Identify, register, and categorize incidents per agreed procedures.
- Gather information to aid incident resolution and update the knowledge management database.
- Capture and classify content to build and maintain knowledge repositories and communities of practice.
Workforce Planning Support
- Assist in resourcing and recruitment coordination with managers and teams.
- Maintain accurate workforce capability and skills data, and perform basic gap analysis.
- Use planning tools to schedule and track workforce activities.
Collaboration & Culture
- Demonstrate CloudFactory’s Culture Code through accountability, empathy, and a growth mindset.
- Ensure compliance with Corporate and InfoSec policies with 100% training completion.
- Actively participate in team meetings, share ideas, and communicate clearly with stakeholders.
- Take ownership of tasks, meet deadlines, and seek opportunities for learning and improvement.
Requirements
- Bachelor’s degree or equivalent experience in a relevant field.
- Previous experience in service delivery or similar roles preferred.
- Strong organizational, multitasking, and communication skills.
- Basic understanding of service delivery principles, SLAs, and operational best practices.
How to Apply
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