Service Operations Analyst (Pod)

Atlas Technica
Manila
Workplace: RemoteFull timeFunction: Business OperationsExperience: 3+ yearsSkills: ["Ownership","Accountability","Cross-functional coordination","Communication","Attention to detail"]

Own operational execution for one or more service delivery pods in an MSP environment. You’ll drive pod visibility across open actions, blockers, risks, and dependencies; support QBR readiness and follow-through; coordinate support-related projects and client-facing initiatives; and oversee billing/quote workflow progress. You’ll also govern end-to-end workflows, improve processes for scalability, and use tools like Monday.com, ConnectWise Manage, and Power BI to maintain clear operational monitoring and dashboards.

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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 operational execution for one or more service delivery pods in an MSP environment. You’ll drive pod visibility across open actions, blockers, risks, and dependencies; support QBR readiness and follow-through; coordinate support-related projects and client-facing initiatives; and oversee billing/quote workflow progress. You’ll also govern end-to-end workflows, improve processes for scalability, and use tools like Monday.com, ConnectWise Manage, and Power BI to maintain clear operational monitoring and dashboards.
Location: Manila
Workplace: Remote
Employment Type: Full time
Job Function: Business Operations
Seniority: Mid level

Key Responsibilities

  • •Serve as the Service Operations point person for one or more service delivery pods, surfacing blockers, risks, dependencies, and ensuring structured follow-up to keep work moving.
  • •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 client-facing execution—managing timelines, action items, dependencies, documentation, meeting follow-up, and owner accountability.
  • •Own and evolve billing-related workflows tied to support projects and recurring reviews, including monitoring billing alignment, usage trends, exceptions, and quote/proposal follow-through.
  • •Govern end-to-end operational workflows and improve process maturity by documenting standards, identifying inefficiencies, supporting dashboards/trackers, and enabling automation/scale improvements.

Key Requirements

  • •3+ years of experience in service operations, business operations, project coordination, or a related operational role, ideally in an MSP or IT/professional services environment.
  • •Strong follow-through, ownership, and accountability, with the ability to manage multiple cross-functional priorities.
  • •Excellent written and verbal communication skills and strong judgment to escalate appropriately or drive resolution directly.
  • •Experience with operational tools such as Monday.com, ConnectWise Manage, Power BI, and/or Excel (or similar systems).
  • •Ability to create structure, improve workflows, and keep work moving as a senior individual contributor without relying solely on escalation.
Experience:3+ yearsManaged Services Providers (MSP)IT servicesProfessional servicesService operations
Skills:OwnershipAccountabilityCross-functional coordinationCommunicationAttention to detail
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
Glassdoor
Glassdoor: 4.2
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