Service Operations Analyst (Pod)

Atlas Technica
Ukraine
Workplace: RemoteFull timeFunction: Business OperationsExperience: 3+ yearsSkills: ["Ownership","Follow-through","Accountability","Communication","Judgment","Attention to detail","Process improvement","Cross-functional coordination"]

Own service delivery pod operations in an MSP environment by tracking open actions, blockers, risks, and dependencies across clients and internal teams. Drive QBR readiness and post-QBR follow-through, monitoring client health signals such as SLA risks, escalations, and CSAT/NPS. Coordinate support-related projects between ticketing and formal delivery, while managing billing, quote, and commercial workflow visibility. Improve governance, dashboards, and processes using tools like Monday.com, ConnectWise Manage, Power BI, and Excel.

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FursaFursa
Atlas Technica
Atlas Technica
2 days ago

Service Operations Analyst (Pod)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Own service delivery pod operations in an MSP environment by tracking open actions, blockers, risks, and dependencies across clients and internal teams. Drive QBR readiness and post-QBR follow-through, monitoring client health signals such as SLA risks, escalations, and CSAT/NPS. Coordinate support-related projects between ticketing and formal delivery, while managing billing, quote, and commercial workflow visibility. Improve governance, dashboards, and processes using tools like Monday.com, ConnectWise Manage, Power BI, and Excel.
Location: Ukraine
Workplace: Remote
Employment Type: Full time
Job Function: Business Operations
Seniority: Mid level

Key Responsibilities

  • •Act as the service operations point person for one or more service delivery pods, surfacing open actions, blockers, risks, and dependencies across teams.
  • •Drive QBR readiness and post-QBR follow-through by monitoring client health indicators such as SLA risks, escalations, CSAT/NPS inputs, and backlog trends.
  • •Coordinate support-related projects and operational workstreams between ticket support and formal project delivery, including timelines, documentation, and owner accountability.
  • •Own and evolve billing workflows tied to support projects and recurring reviews, monitoring billing alignment, usage trends, exceptions, and revenue-impacting gaps.
  • •Improve workflow governance end to end by documenting processes, simplifying recurring work, maintaining dashboard/tooling visibility, and identifying automation opportunities.

Key Requirements

  • •3+ years of experience in service operations, business operations, project coordination, or a related operational role, ideally within an MSP/IT services/professional services environment.
  • •Strong follow-through, ownership, and accountability, including managing multiple cross-functional priorities in a fast-paced environment.
  • •Excellent written and verbal communication skills with strong judgment on when to escalate vs. drive resolution.
  • •Experience with operational tools such as Monday.com, ConnectWise Manage, Power BI, Excel, or similar systems.
  • •Ability to create structure and improve workflows, maintaining operational discipline and attention to detail as a senior individual contributor.
Experience:3+ yearsManaged services providers (MSP)IT servicesProfessional services
Skills:OwnershipFollow-throughAccountabilityCommunicationJudgmentAttention to detailProcess improvementCross-functional coordination
Tech Stack:Monday.comConnectWise ManagePower BIExcel

Company Brief

Atlas Technica
Managed service provider delivering cloud-first IT, cybersecurity, and managed infrastructure tailored to hedge funds, private equity firms, and alternative investment organizations.
Industry: Professional Services
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Headquarters: New York, United States
Founded: 2016
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Glassdoor: 4.2
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