CloudFactory is changing the way the world works by providing an on-demand, digital workforce for scaling critical business processes in the cloud. We are seeking a Senior Service Operations Specialist to join our team in Nairobi. In this role, you will be responsible for overseeing operational performance for assigned workstreams, maintaining visibility into key metrics, and identifying emerging risks. You will operate with general direction, independently planning and prioritizing day-to-day activities to ensure delivery stability and improvement.
Responsibilities
Operational Performance and Planning
Oversee operational performance for assigned workstreams, maintaining visibility into key metrics and emerging risks.
Analyze capacity and workload trends, identifying gaps and informing adjustments that support delivery stability and improvement.
Communicate insights, trends, risks, and recommendations to stakeholders to support sound decision-making.
Problem Solving and Issue Management
Use structured problem-solving frameworks to address operational challenges and determine the appropriate level of escalation.
Participate in incident coordination by gathering information, supporting root-cause analysis, and recommending follow-up improvements.
Process Improvement and Workflow Enhancement
Contribute to process redesign initiatives that strengthen efficiency, predictability, and data accuracy.
Support implementation of updated workflows and help embed improved operational practices across workstreams.
Knowledge Sharing and Documentation
Facilitate knowledge sharing within and across workstreams by contributing to documentation, playbooks, and best-practice material.
Help maintain process accuracy and consistency by ensuring updates are captured and communicated.
Team Contribution and Peer Guidance
Provide guidance and informal coaching to less experienced colleagues to build capability and support consistency.
Contribute to a collaborative, high-performing team environment by sharing insights, supporting discussions, and modelling strong operational habits.
Uphold corporate policies, InfoSec requirements, and organizational values in all aspects of work.
Requirements
Bachelor’s degree or equivalent experience in a relevant field.
Experience in service delivery or operations roles is an advantage.
Strong analytical, planning, and organizational skills.
Ability to communicate clearly and build strong working relationships.
Comfortable working across varied tasks in a dynamic environment.
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