Sign up free to see how well your resume matches this role.
Job Description Summary :
Be at the heart of service excellence by driving performance visibility, compliance, and continuous improvement across service operations. As a Service Management Analyst, you will transform data into insights, proactively manage service health, and ensure delivery teams stay aligned with performance commitments and operational standards.
You’ll act as a key enabler of operational maturity, partnering with service leads and delivery teams to monitor incidents, address service gaps, and embed smarter, more efficient ways of working. From reporting accuracy to automation initiatives, you’ll help elevate service management into a high-impact, insight-driven function.
Job Description :
General Duties and Responsibilities
Perform compliance and quality assessments based on the defined Operations Maturity Framework by the Business Excellence team
Support Service Management Lead and Account Managers in monitoring incidents; ensure failed service levels are analysed, resolved, and followed up in a timely manner with CBS Tower delivery leads
Perform and/or support continuous improvement initiatives to enhance or automate current ways of working and reporting
Develop project management capabilities by supporting improvement initiatives, with progression towards independently leading small to medium-scale projects that drive operational efficiency and service excellence
Build understanding of end-to-end processes and data flows across key business functions (e.g., Procurement, HR, Finance) to strengthen service insights, improve reporting accuracy, and identify optimization opportunities
To perform accurate and timely service reporting across all towers, including internal and client service performance
Perform analysis, identify key issues and relationships, conduct investigations into reasons for variances, exceptions or discrepancies.
Analyse service delivery such that agreed service levels and budgetary guidelines defined in the relevant Service Level Agreements.
Personal Development Objectives
Participate in all required training and development programs to ensure competency
Seek opportunities to improve knowledge, skills, and performance
Be receptive to developmental feedback and strive to eliminate discrepancies between required competencies and current abilities.
Skills Requirement:
Microsoft Office Expertise: Proficient in PowerPoint, Excel (including data analysis and formulas), and Word for high-quality reporting and presentations
Effective Communication: Good command of English (written and verbal) to engage stakeholders and present insights clearly
Data Visualization & Analytics: Willingness and ability to learn Power BI for dashboard creation, reporting automation, and data-driven insights
Job Requirement :
Min Bachelor Degree in any field
Having min 5 years of working experience as Operations Accelerator
Fluent in English
Good in communication skill and analytical thinking
Willing to be placed in Head Office Jakarta (Sudirman)
"Our company has never levied any fees for the recruitment process nor has it required to order tickets and accommodation through a certain travel agent or certain person"
