Service Operations Excellence Analyst

• Monitor operational performance and service delivery effectiveness
• Identify process inefficiencies and continuous improvement opportunities
• Coordinate improvement initiatives with operational and engineering teams
• Maintain operational performance reports, dashboards and improvement trackers
• Analyse workloads, staffing capacity and resource utilisation
• Support workforce forecasting and capacity planning
• Prepare operational reports and management information
• Identify workload trends, capacity constraints and potential resource requirements
• Support operational quality assurance activities and service reviews
• Monitor adherence to procedures and operational standards
• Coordinate maintenance of knowledge articles, runbooks and process documentation
• Identify quality gaps and track corrective improvement actions
• Coordinate training activities and employee development initiatives
• Maintain visibility of technical skills, training requirements and competency development
• Support internal career progression and specialist development programmes
• Monitor training progress and identify capability gaps
• Support governance activities and operational compliance requirements
• Coordinate operational readiness reviews and service acceptance documentation
• Track improvement initiatives, action ownership and expected benefits
• Maintain governance records and provide progress updates to management

• Relevant professional experience in at least two of the following areas: service operations and continuous improvement; workforce planning and reporting; quality assurance and knowledge management; training and capability development; governance and operational readiness
• Proficiency in Microsoft Excel and Microsoft 365 applications
• Good written communication and documentation skills
• Ability to prepare reports, analyse information and present findings
• Strong organisational, analytical, problem-solving and attention-to-detail skills
• Ability to coordinate activities across different teams and stakeholders
• Ability to work independently, manage priorities and follow through on assigned actions
• Willingness to learn new operational disciplines and develop cross-functional expertise
• Desirable: experience within a Security Operations Centre, Managed Security Service Provider or IT service management environment
• Desirable: familiarity with cybersecurity operations and incident management
• Desirable: experience using Power BI or other reporting and collaboration platforms
• Desirable: knowledge of ITIL or other service management practices
• Desirable: exposure to operational audits, workforce planning or service improvement programmes
• Desirable: experience supporting technical teams or operational management