Senior Associate Service Operations Specialist

About the role

The Senior Associate Service Operations Specialist will act as a developing subject‑matter expert, supporting internal service delivery teams to plan, coordinate and monitor operational activities. The role focuses on ensuring less complex services are delivered efficiently while continuously improving service delivery against approved operational plans.

Key responsibilities

• Assist in managing shift rosters and monitoring all operational metrics.
• Ensure shift handover processes are followed and managed.
• Support the handling of shift escalations from clients.
• Dashboard key metrics and manage situations that are about to breach service levels.
• Contribute to meeting SLA targets and cost‑effective, client‑centric delivery.
• Monitor operational effectiveness of support services and implement improvement plans.
• Balance client needs with the strategic direction of the company.
• Identify risks, issues and propose appropriate solutions.
• Provide input to Operations and Service Managers during client reviews.

Required profile

• Customer‑service focus with strong communication abilities.
• Ability to work in a fast‑paced, deadline‑driven environment.
• Team‑oriented mindset with capacity to build and manage collaborative relationships.
• Analytical and problem‑solving skills.
• Quickly become proficient in delivery processes and related systems.
• Bachelor’s degree in Information Technology, Business Administration or a related field.
• ITIL Foundation certification preferred.
• Moderate experience in service delivery within a large‑scale, preferably multinational, technology services environment.

Required skills