Service Operations Specialist at CloudFactory

CloudFactory is changing the way the world works by providing an on-demand, digital workforce for scaling critical business processes in the cloud. We’re also on a mission to create meaningful work for as many people as possible.

 

Service Operations Specialist

  • Job TypeFull Time
  • QualificationBA/BSc/HND
  • Experience
  • LocationNairobi
  • Job FieldProject Management 

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.

Check how your CV aligns with this job

Method of Application

Interested and qualified? Go to CloudFactory on apply.workable.com to apply

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