Service Operations Specialist

At CloudFactory, we are a mission-driven team passionate about unlocking the potential of AI to transform the world. By combining advanced technology with a global network of talented people, we make unusable data usable, driving real-world impact at scale.

More than just a workplace, we’re a global community founded on strong relationships and the belief that meaningful work transforms lives. Our commitment to earning, learning, and serving fuels everything we do as we strive to connect one million people to meaningful work and build leaders worth following.

Our Culture

At CloudFactory, we believe in building a workplace where everyone feels empowered, valued, and inspired to bring their authentic selves to work. We are:

• Mission-Driven: We focus on creating economic and social impact.
• People-Centric: We care deeply about our team’s growth, well-being, and sense of belonging.
• Innovative: We embrace change and find better ways to do things together.
• Globally Connected: We foster collaboration between diverse cultures and perspectives.

If you’re passionate about innovation, collaboration, and making a real impact, we’d love to have you on board!

About the Role

As a Service Operations Specialist at CloudFactory, you will manage and optimize service delivery for medium complexity projects. Your role will involve monitoring capacity, implementing demand management strategies, and ensuring adherence to service level agreements (SLAs). You will also support incident management and knowledge management processes while contributing to workforce planning and process improvement.

This is an exciting opportunity to grow professionally while contributing to a mission-driven organization.

Key Responsibilities

• Monitor capacity and take actions to resolve shortfalls for medium complexity projects according to agreed procedures.
• Collect and analyze data related to capacity and demand, such as resource availability and project requirements, and share it with the Delivery Owner for further action.
• Implement demand management and capacity planning activities in coordination with the Delivery Owner.
• Communicate capacity and demand status, including changes, to stakeholders.
• Demonstrate a solid understanding of WorkStream processes and key metrics associated with each project/business.
• Use methods and tools as directed, adhering to established standards and procedures for workstream management.
• Contribute to the evaluation and review of methods and tools, providing feedback for improvement and compliance.
• Apply key business processes throughout the project lifecycle and support the documentation and maintenance of best practices and standards.
• Follow agreed procedures to identify, register, and categorise incidents.
• Gather information to facilitate incident resolution and allocate incidents appropriately.
• Maintain a knowledge management database.
• Assist in capturing, classifying, and leveraging content, and contribute to the development and maintenance of knowledge repositories and communities of practice.
• Monitor service delivery performance metrics.
• Support and guide teams in meeting SLAs as per agreed procedures.
• Liaise with stakeholders to plan for potential service level breaches and deterioration.
• Support managers and teams in resourcing and recruitment activities.
• Use recommended tools for planning, scheduling, and tracking resourcing activity.
• Assist in collecting and documenting workforce capability data.
• Support in performing basic gap analysis and aid in scheduling and organizing workforce planning activities.
• Help maintain a skills and capability inventory, ensuring data accuracy.
• Demonstrate the ability to understand and apply the Culture Code in business operational activities.
• Attain and apply a good comprehension of conformance to Corporate Policies and InfoSec, consistently achieving 100% attainment of assigned training.
• Actively participate in team meetings, share ideas, and provide constructive feedback.
• Maintain clear and timely communication with team members and managers.
• Efficiently manage and complete assigned tasks, meeting deadlines and quality standards.
• Pursue learning and development opportunities to improve job performance and contribute to team success.

Requirements:
• Bachelor’s degree or equivalent experience in a relevant field.
• Previous experience in service delivery or related roles is advantageous.
• Strong organizational and multitasking skills.
• Excellent communication and interpersonal skills.
• Basic knowledge of service delivery principles and practices.

Core Competencies:

• Communication: Effectively convey information and ideas to various stakeholders.
• Collaboration and Teamwork: Work well with others to achieve common goals.
• Stakeholder Management: Manage relationships and expectations with stakeholders effectively.
• Project Management: Manage tasks and contribute to project success.
• Change Management: Understand and apply change management principles.
• Problem Solving & Decision Making: Identify issues, analyze situations, and make informed decisions.
• Data Analysis & Interpretation: Analyze and interpret data to support decision-making.
• Risk Management: Understand and manage risks associated with service delivery.
• Leadership: Demonstrate leadership qualities in supporting and guiding team activities.
• Strategic Thinking: Think strategically and contribute to organizational goals

Work Shift:

• Work hours will be 10:45 AM – 6:45 PM Nepal time | 8:00 AM to 4:00 PM Kenya time
• Work hours will be 12:45 AM – 8:45 AM Nepal time | 10:00 PM to 6:00 AM Kenya time

Benefits:
• Great Mission and Culture
• Meaningful Work
• Market competitive salary
• Quarterly variable compensation
• Remote and Home working
• Comprehensive medical cover
• Group life insurance
• Personal development and growth opportunities
• Office snacks and lunch
• Periodic team building and social events

At CloudFactory, we believe that work should be more than just a job—it should be a platform for growth, impact, and community. Here, you’ll earn with purpose, learn every day, and serve a mission that truly matters. If you're looking for a career where you can develop professionally, contribute meaningfully, and be part of a global movement, we’d love to have you on this journey!

Join us today and be part of our mission to connect people and technology for a better world! Apply now and bring your whole, authentic self to work—we can’t wait to meet you!