Service Operations Analyst

Jobtailor; Warwick; On-site; GBP 50,000 - 70,000; Full time

Job summary

Jobtailor in Warwick (United Kingdom) seeks a Service Operations professional to monitor the performance, capacity and availability of DSI services, ensuring issues are identified and addressed promptly.

You will develop dashboards using PowerBI to track SLAs, KPIs and trends for governance and service reviews, and maintain Confluence runbooks, knowledge articles and processes to keep documentation accurate and accessible.

Qualifications

• Passionate about digital transformation in the energy sector, with focus on service stability and user experience.
• Experienced in service operations: monitoring, incident response and performance reporting.
• Experience maintaining service documentation and knowledge bases (e.g., Confluence).
• Experienced in coordinating with internal teams and suppliers to resolve issues and transition features.

Responsibilities

• Monitor the performance, capacity and availability of DSI services, addressing issues promptly.
• Develop and maintain service dashboards and reports (PowerBI) to track SLAs and KPIs.
• Maintain and update service documentation in Confluence with runbooks and knowledge articles.
• Coordinate technical troubleshooting and incident response with internal teams and vendors.
• Support transition of new features into live service, ensuring readiness and governance alignment.
• Manage and improve service desk processes and conduct performance reviews.
• Track and report service metrics, identifying opportunities for improvement.
• Act as a key contact for service tooling and reporting queries; feed back into product backlog.
• Contribute to continuous improvement initiatives using service data and tooling insights.
• Provide updates to service governance forums on performance and risk.

Skills

Service Operations Management

Performance Monitoring

Incident Response

Data Analysis

Communication

Tools

PowerBI

Confluence

Job description

• Monitor the performance, capacity and availability of DSI services, ensuring issues are identified and addressed promptly.
• Develop and maintain service dashboards and reports (e.g. PowerBI to track SLAs, KPIs, and trends for governance and service reviews.
• Maintain and update service documentation in Confluence , ensuring runbooks, knowledge articles, and processes are accurate and accessible.
• Coordinate technical troubleshooting and incident response , working with internal teams and third-party vendors to restore service performance.
• Support the transition of new features into live service , ensuring operational readiness and alignment with service standards.
• Manage and improve service desk processes , contributing to performance reviews and improvement planning.
• Track and report on service metrics , contributing to review and identifying opportunities for service improvement.
• Act as a key contact for service tooling and reporting queries , ensuring feedback is prioritized into the product backlog.
• Contribute to continuous improvement initiatives, using service data and tooling insights to recommend enhancements.
• Provide updates and insights to service governance forums , ensuring performance and operational risks are effectively communicated.

Requirements

• Passionate about digital transformation in the energy sector, with a focus on service stability, performance and user experience.
• Passionate about using service data, dashboards, and tooling to improve operations and support continuous improvement.
• Experienced in service operations within technical or digital environments, including monitoring, incident response, and performance reporting.
• Experienced in maintaining service documentation and knowledge bases (e.g. Confluence) to support governance and transparency.
• Experienced in coordinating with internal teams and suppliers to resolve issues, manage escalations, and transition new features into live service.

Core Competencies

Demonstrates expertise in service operations, focusing on performance monitoring, incident response, and continuous improvement within digital environments. Proficient in utilizing service data and dashboards to enhance operational efficiency and support governance.

Highest-signal resume keywords

• Service Operations Management
• Performance Monitoring
• Incident Response Coordination
• Service Documentation Maintenance
• Continuous Improvement Initiatives

ATS Optimization Keywords

Hard Skills

• Performance Monitoring
• Incident Response
• Service Reporting
• Service Desk Process Management
• Data Analysis

Soft Skills

• Collaboration
• Problem-Solving
• Communication

Industry Keywords

• Digital Transformation
• Energy Sector
• Service Stability
• User Experience
• Governance

Tools & Technologies

• PowerBI
• Confluence