Service Ops Business Analyst

Role being part of the Global Process Excellence & Performance Management Team of Service Operations

Responsible for supporting Service Operations performance transparency, reporting accuracy, and financial analysis, while working closely with the Global Performance Management Lead to drive data-driven decision making across the organization.

Mission of the team - Process Excellence & Performance Management:
The team is the trusted partner of the regions to elevate a sustainable service operational performance.

It standardizes and continuously improves the End-to-End Service Operations processes (Tendering, Order Management, Planning, Execution and Recurring), defines and governs the KPIs that drive safety, quality, productivity and on-time delivery, anticipates future needs through data, analytics and AI, and fosters a Lean culture of continuous improvement - always with a relentless focus on the customer experience.

Mission of the role:
Within this team, the Service Ops Business Analyst supports the Global Performance Management Lead on the reporting, analysis and financial modelling that underpin the performance management of Service Operations.

The role turns raw operational and financial data into reliable, decision-ready insight: it builds and maintains the dashboards and models, secures the accuracy of what we publish, and prepares the analysis behind the monthly and quarterly performance reviews.

The role covers three specific focus areas:

Scope:

Global Process Excellence & Performance Management scope

Responsibilities:

1.

Performance reporting & KPI dashboards


* Build, maintain and continuously improve the Service Operations performance dashboards, covering Orders, Sales, Gross Margin and the continuous improvement and transformation metrics.


* Produce the monthly Service Operations reporting pack: consolidate the data, analyse the variances versus target and versus prior period, and highlight the achievements, the gaps and the recovery actions.


* Secure data integrity, reconciliation accuracy and on-time reporting; maintain the definitions of the KPIs so that they are applied consistently across all zones and countries.


* Automate and simplify the recurring reporting wherever possible, reducing manual consolidation and improving the speed of the monthly close.

2.

Financial & business analysis


* Build and maintain the financial models supporting Service Operations, including the cost-to-serve model, the productivity metrics and the budget and forecast variance analysis.


* Prepare the business cases for the transformation initiatives: quantify the expected benefits, define the baselines and track the benefits realisation versus plan.


* Conduct deep-dive analyses on operational and financial data to identify the gaps, the root causes and the improvement opportunities, in support of the Global Performance Management Lead and the transformation leaders.


* Translate complex data into clear, c...