Operational Excellence Analyst

Key responsibilities:

Review Analyze SOWs

Extract key SLAs, performance metrics, and compliance requirements

Identify critical contractual obligations related to service delivery

SLA Performance Tracking Reporting

Maintain and develop SLA performance dashboards

Analyze trends and identify gaps in service performance

Provide regular reports to leadership on SLA adherence

Process Improvement Compliance

Work with stakeholders to address SLA failures and recommend corrective actions

Ensure teams understand and comply with contractual requirements

Support Back to Green initiatives for underperforming SLAs

Continuous Improvement Optimization

Identify opportunities to enhance SLAs and recommend optimizations

Collaborate with teams to implement best practices for operational excellence

Use Lean Six Sigma principles to improve efficiency and effectiveness

Stakeholder Collaboration

Facilitate discussions on SLA improvements and performance management

Other duties as assigned.

Experience, Skills and Qualifications Required

Requirements

• Bachelors Degree in IT or Business Administration
• 3+ years working for IT managed service provider, preferably, service desk, logistics data center
• 3+ years experience in SLA tracking, contract analysis, process improvement, data analysis, or requirement documentation
• Strong analytical skills with experience in data visualization tools.
• Knowledge of Lean Six Sigma principles (Green Belt preferred)
• Exceptional attention to detail, organized, and self-starter

Preferred Requirements

• Specific experience analyzing and documenting IT managed service SOWs
• Lean Six Sigma Green Belt
• ITIL 4 Certification
• Minitab or Tableau proficiency