Service Improvement Analyst

Join us as an Operations Analyst

Manage daily operational activities and service performance against agreed priorities, service level agreements, and business objectives

Monitor and address operational risks, controls and service performance issues

Lead improvement initiatives that enhance service quality and efficiency

We're offering this role at associate level

What you’ll do

As an Operations Analyst, you’ll manage daily operational plans, activities, and delivery schedules according to agreed timescales. You’ll secure proper capacity planning among team resources through changing business demands and priorities. You’ll also monitor operational risks, issues, and dependencies, and deploy risk mitigation strategies as needed.

You’ll also be:

Monitoring, investigating, and correcting service delivery issues

Maintaining operational control, governance processes, budget management and resource planning activities

Collecting and analysing management information data to support operational decision-making

Partnering with India stakeholders and onshore CS teams to deliver India-for-India services whilst maintaining a consistent colleague experience across locations

The skills you'll need

To succeed in this role, you'll need experience managing operational delivery, service management or business support activities. You'll also need a strong understanding of operational controls, governance, risk management and service delivery principles. You’ll bring experience using data and performance information to identify trends and backlog priorities, delivering improved service experiences for colleagues.

You’ll also be expected to have:

Experience implementing process improvements and supporting change initiatives

Strong analytical, problem-solving, communication, organisational, and stakeholder management skills

Proficiency in Microsoft Office applications and reporting tools

Deep knowledge of core Workday people processes and functionality

Practical experience using ServiceNow

Hours

45

Job Posting Closing Date:

02/10/2026