Service Operations Analyst (Pod)

Title: Service Operations Analyst (Pod)
Reports to: Team Lead, Service Operations
Department: Service Operations
Location: Remote - Kyiv, Ukraine
Term: Full Time

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. This is a senior individual contributor role focused on bringing structure, visibility, accountability, and operational ownership across one or more service delivery pods within our Managed Services environment.

The Service Operations Analyst serves as a key connection point across clients, Service Delivery, Support Managers, Project Managers, Finance, and other internal teams. This individual helps ensure operational workflows move forward consistently, client and service risks are surfaced early, commitments are tracked through completion, and non-technical responsibilities do not unnecessarily depend on Support Managers.

This is not a traditional administrative support role. The successful candidate will combine strong operational judgment, client-facing communication, cross-functional coordination, process improvement, and data-driven thinking to strengthen service delivery and help build a more scalable pod operating model.

Position Responsibilities:

• Serve as the Service Operations point person for one or more service delivery pods, maintaining visibility into open actions, blockers, service risks, dependencies, and operational priorities
• Coordinate cross-functional workflows across Support, Project Management, Finance, Service Operations, and other teams to ensure clear ownership, timely execution, and appropriate escalation
• Drive QBR readiness and post-QBR follow-through, including tracking client commitments, service concerns, opportunities, and action items through completion
• Monitor client and service health indicators such as backlog trends, SLA risks, escalations, CSAT/NPS inputs, aging work, and other operational signals, surfacing concerns proactively
• Coordinate support-related projects and operational initiatives that fall between day-to-day ticket support and formal project delivery, managing timelines, dependencies, documentation, action items, and stakeholder follow-through
• Serve as a client-facing operational partner during support initiatives, providing clear updates, participating in meetings, clarifying next steps, and helping keep commitments aligned with client expectations
• Own and improve billing, quote, proposal, and commercial follow-through workflows related to assigned service areas, identifying exceptions, delays, or revenue-impacting gaps
• Build and maintain operational dashboards, trackers, and reporting using tools such as Monday.com, ConnectWise Manage, Power BI, Excel, and related systems
• Identify recurring process breakdowns, unclear handoffs, manual work, and operational inefficiencies, then recommend and implement more scalable workflows and standards
• Identify opportunities to simplify or automate recurring Service Operations work through AI, automation, tooling, or improved process design and measure whether changes reduce manual effort and improve consistency
• Establish clear documentation, expectations, service levels, ownership, and controls for key Service Operations workflows
• Communicate status, risks, blockers, decisions, and next steps clearly while influencing outcomes across teams without relying on direct reporting authority

Requirements:

• 3+ years of experience in service operations, business operations, project coordination, service delivery, or a related operational role
• Strong ownership, accountability, and follow-through with the ability to independently move work from identification through resolution
• Experience coordinating multiple cross-functional priorities and stakeholders within a fast-paced environment
• Strong written and verbal communication skills, including the ability to communicate effectively with clients and technical and non-technical stakeholders
• Strong judgment in ambiguous situations, including the ability to determine when to escalate and when to drive resolution independently
• Experience using operational platforms such as Monday.com, ConnectWise Manage, Power BI, Excel, or similar workflow, reporting, and service-management tools
• Ability to create structure, document workflows, identify process gaps, and improve operational consistency
• Strong analytical skills and attention to detail with the ability to interpret operational trends, risks, and performance indicators
• Ability to influence outcomes and coordinate work across teams without direct people-management authority
• Ability to work effectively as a senior individual contributor within an evolving role and operating model
• Ability to work remotely during the required schedule of 8:00 AM – 5:00 PM Eastern Time

Desirable Qualities:

• Experience working within a Managed Service Provider, IT services, professional services, or other service-delivery environment
• Experience supporting QBRs, client health reporting, service reviews, or service-delivery performance visibility
• Exposure to billing workflows, quote or proposal management, utilization tracking, or financial process coordination
• Experience developing dashboards, operational metrics, reporting structures, or service-performance tracking
• Experience improving workflows through automation, AI, integrations, or process redesign
• Strong process-oriented mindset with an ability to turn ambiguity into clear, scalable operating structures
• Leadership maturity with the ability to build credibility, influence stakeholders, and drive accountability without formal management authority
• Technical aptitude or interest in service-delivery platforms, reporting systems, automation, and operational tooling

Atlas Technica is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.