Service Operations Analyst (Pod)

Title: Service Operations Analyst (Pod)

Reports to: Team Lead, Service Operations

Department: Service Operations
Location: Remote – Kyiv, Ukraine

About Atlas Technica

Atlas Technica’s mission is to shoulder IT management, user support, and cybersecurity for our clients, who are hedge funds and other investment firms. Founded in 2016, we have grown year over year through our uncompromising focus on service.

We value ownership, execution, growth, intelligence, and camaraderie. We are looking for people who share our core values, thrive, and contribute to this environment while putting the customer first. At Atlas Technica, we offer a competitive salary, comprehensive benefits, and great perks to our global Team. We strive to maintain a professional yet friendly environment while promoting professional and career development for our Team Members. Join Atlas Technica now!

Position Overview

We are seeking a Service Operations Analyst (Pod) to join our growing Service Operations team within a Managed Services Provider (MSP) environment.

This role is designed for a senior individual contributor who can bring structure, follow-through, and operational ownership across one or more service delivery pods.

The Service Operations Analyst (Pod) acts as the connective layer across Clients, Service Delivery, Support Managers, Project Managers, Support Managers, and Finance to ensure key workflows move forward consistently, risks are surfaced early, and nothing critical gets stuck.

This is not a traditional administrative support role. It is a higher-ownership position focused on operational excellence, cross-functional coordination, workflow maturity, and helping shape how the pod support model evolves as Atlas continues to scale.

Responsibilities:

Pod Operational Ownership:

• 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.

Client Health, QBR Readiness, and Service Visibility:

• 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.

Support Project Coordination and Client-Facing Execution

• 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.

Billing, Quote, and Commercial Workflow Ownership:

• 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.

Workflow Governance and Process Improvement:

• 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.

Tooling, Dashboards, and Operational Monitoring:

• 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.

Cross-Functional Coordination:

• 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.

Automation and Scale:

• Identify manual, repetitive work that can be simplified, automated, or shifted downward appropriately.…

Source: EU Remote Jobs (https://euremotejobs.com/job/service-operations-analyst-pod-2/)