Senior Service Operations Analyst (Remote Pod)

Atlas Technica LLC

Lima Metropolitana

Presencial

PEN 238.095 - 374.149

Jornada completa

14 días+

Generador de candidaturas

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Descripción de la vacante

Atlas Technica LLC is seeking a Service Operations Analyst (Pod) to join our remote Service Operations team. You will drive cross-functional coordination across Clients, Service Delivery, Support Managers, Project Managers, and Finance to ensure workflows move forward, risks are surfaced early, and nothing critical stalls.

This senior contributor role emphasizes structured follow-through, operational ownership, and ongoing pod model maturation as Atlas scales.

Formación

3+ years of experience in service operations or related operational role.
Strong follow-through, ownership, and accountability.
Ability to manage multiple cross-functional priorities in a fast-paced environment.
Excellent written and verbal communication skills.
Strong judgment in ambiguous situations, including escalation awareness.
Experience with operational tools such as Monday.com, ConnectWise Manage, Power BI, Excel.
Comfort working across technical and non-technical teams.
Ability to create structure, improve workflows, and keep work moving without escalation.
Will ingness to operate as a senior individual contributor in an evolving role.

Responsabilidades

Act as the Service Operations point person for one or more service delivery pods.
Bring visibility to open actions, blockers, service risks, and operational dependencies across teams.
Reduce dependencies on Support Managers for non-technical work.
Ensure work moves forward consistently through structured follow-up, accountability, and clear ownership.
Partner with managers and stakeholders to improve operating rhythm, reduce friction, and strengthen execution.
Drive QBR readiness and post-QBR follow-through across assigned scope.
Monitor client health indicators, including backlog trends, SLA risks, service escalations, CSAT/NPS inputs, and other operational signals.
Help prepare pod-level visibility into performance, risks, and opportunities.
Ensure action items, opportunities, and service concerns identified through QBRs or leadership reviews are tracked to completion.
Coordinate support-related projects, follow-through activities, and operational workstreams that sit between pure ticket support and formal project delivery.
Help manage timelines, action items, dependencies, documentation, meeting follow-up, and owner accountability for support projects within assigned pods.
Serve as a client-facing operational partner during support-related initiatives, ensuring clients receive clear communication, timely updates, and strong follow-through.
Participate in client meetings as needed to review status, clarify next steps, gather requirements, and help keep operational or support-related commitments on track.
Partner with Support Managers, Project Managers to ensure internal execution and client expectations stay aligned.
Surface risks, delays, or coordination gaps early so they can be addressed before they affect the client experience.
Own and evolve billing-related workflows tied to support projects, recurring reviews, and monthly follow-through.
Monitor billing alignment, usage trends, exceptions, and revenue-impacting gaps.
Own quote management visibility and ensure proposals, pricing-related follow-through, and related approvals move efficiently.
Build regular checks and balances so Admin and Associate execution remains accurate, timely, and measurable.
Identify recurring breakdowns in workflow and propose more scalable operating structures.
Own complex, cross-functional operational workflows end to end, ensuring they are clear, documented, and sustainable.
Simplify recurring work by improving process design rather than relying only on manual pushing and reminders.
Identify operational inefficiencies, recurring blockers, and unclear handoffs, then recommend practical improvements.
Help define standards, expectations, and service levels for key Service Ops workflows.
Monitor dashboards, progress views, and recurring operational trackers to ensure leadership has clear visibility.
Support the structure and maturity of Service Ops workflows in tools such as Monday.com, ConnectWise Manage, Power BI, and related systems.
Maintain operational visibility into aging work, SLA issues, billing/process gaps, and other pod-level risks.
Partner with leadership on metric design, operating visibility, and practical dashboard usage.
Coordinate effectively across Service, Project Managers, Support Managers, Finance, and other internal stakeholders.
Serve as a reliable operational partner who can move work across departments without direct authority.
Support rapid response and follow-through when service, client, billing, or workflow issues require multi-team coordination.
Communicate clearly on status, risks, blockers, and next steps.
Identify manual, repetitive work that can be simplified, automated, or shifted downward appropriately.
Reduce dependencies on Support Manager for non-technical work
Help define and support AI, automation, or workflow-improvement opportunities within Service Ops.
Measure whether changes are actually reducing manual load and improving consistency for Admin and Associate roles.
Contribute to building a more scalable pod support model over time.