About the Role
As a Service Operations Specialist at CloudFactory, you will manage and optimize service delivery for medium-complexity projects, ensuring smooth operations, capacity alignment, and SLA adherence. You’ll monitor performance metrics, support incident and knowledge management, and contribute to workforce planning and process improvement.
This role offers a great opportunity to grow professionally while contributing to CloudFactory’s mission-driven environment.
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.
Core Competencies:
Communication | Collaboration | Stakeholder Management | Project Management | Change Management | Problem Solving | Data Analysis | Risk Management | Leadership | Strategic Thinking
Work Shift & Location Details
- For candidates based in Nepal: Work hours will be 4:45 PM – 12:45 AM Nepal time.
- For candidates based in Kenya: Work hours will be 6:00 AM – 2:00 PM Kenya time.