Service Operations Excellence Analyst
Posted 13 days ago
You'll complete your application on CyberOne's career site.
About the Role
This UK-based organization provides managed detection and response, incident response, and professional consulting, specializing in AI-enhanced security services via Microsoft platforms for regulated enterprise sectors. Their primary goal is to foster cyber resilience through fast threat mitigation and rigorous compliance management. The Service Operations Excellence Analyst will work within a collaborative team to refine service delivery performance. This position is vital for supporting a 24/7 security environment by aligning operational requirements with strategic goals, specifically focusing on process optimization, workforce management, and maintaining high service standards throughout the firm.
Requirements
- You must have professional experience in at least two of the following: service operations/continuous improvement, workforce reporting/planning, quality assurance/knowledge management, training/capability development, or governance/operational readiness.
- You must be proficient in Microsoft 365 and Microsoft Excel.
- You need the ability to produce concise reports, interpret complex data, and deliver findings to leadership.
- You should possess strong analytical, problem-solving, and organizational skills, with a keen eye for detail to manage multiple tasks.
- You must demonstrate the capability to coordinate across various stakeholders, function autonomously, and show a commitment to mastering new operational disciplines.
- Experience in IT service management, Managed Security Service Providers, or Security Operations Centres is highly preferred.
- Familiarity with ITIL, operational audits, Power BI, and cybersecurity operations is a plus.
Responsibilities
- You will evaluate service delivery performance to pinpoint and address operational inefficiencies.
- You will generate comprehensive reports, oversee performance dashboards, and track improvement efforts to ensure accountability and measurable outcomes.
- You will assist with capacity planning and workforce forecasting by examining team workloads and resource needs.
- You will conduct quality assurance activities and service assessments to ensure consistent compliance with internal operational protocols.
- You will manage the creation and updates of runbooks, knowledge articles, and procedural documentation.
- You will oversee employee development by monitoring technical skill sets, identifying training gaps, and organizing operational readiness evaluations to support organizational governance.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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