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, ensuring smooth operations, capacity alignment, and SLA adherence. You'll monitor performance metrics, support incident and knowledge management, and contribute to workforce planning and process improvement.

This role offers a great opportunity to grow professionally while contributing to CloudFactory's mission-driven environment.

Key Responsibilities

Service Delivery & Capacity Management

• Monitor project capacity and resolve shortfalls following defined procedures.
• Collect and analyze data on demand, capacity, and resource availability, sharing insights with Delivery Owners.
• Implement capacity and demand management plans, keeping stakeholders informed of changes and risks.
• Ensure delivery teams meet SLAs and proactively plan for potential service level breaches.

Process & Performance Excellence

• Apply standardized workstream processes, tools, and metrics to maintain consistency and quality.
• Support process evaluations, provide feedback, and help document best practices.
• Track and report service delivery performance, contributing to continuous improvement initiatives.

Incident & Knowledge Management

• Identify, register, and categorize incidents per agreed procedures.
• Gather information to aid incident resolution and update the knowledge management database.
• Capture and classify content to build and maintain knowledge repositories and communities of practice.

Workforce Planning Support

• Assist in resourcing and recruitment coordination with managers and teams.
• Maintain accurate workforce capability and skills data, and perform basic gap analysis.
• Use planning tools to schedule and track workforce activities.

Collaboration & Culture

• Demonstrate CloudFactory's Culture Code through accountability, empathy, and a growth mindset.
• Ensure compliance with Corporate and InfoSec policies with 100% training completion.
• Actively participate in team meetings, share ideas, and communicate clearly with stakeholders.
• Take ownership of tasks, meet deadlines, and seek opportunities for learning and improvement.

• Bachelor's degree or equivalent experience in a relevant field.
• Previous experience in service delivery or similar roles preferred.
• Strong organizational, multitasking, and communication skills.
• Basic understanding of service delivery principles, SLAs, and operational best practices.

Core Competencies:

Communication | Collaboration | Stakeholder Management | Project Management | Change Management | Problem Solving | Data Analysis | Risk Management | Leadership | Strategic Thinking

Work Shift & Location Details

• For candidates based in Nepal: Work hours will be 4:45 PM – 12:45 AM Nepal time.
• For candidates based in Kenya: Work hours will be 6:00 AM – 2:00 PM Kenya time.

• 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