Operational Excellence Analyst

Overview

On Site
Depends on Experience
Full Time

Job Details

Role Summary

Milestone Technologies is looking for an Operational Excellence Analyst with experience analyzing Statements of Work and tracking operational delivery compliance. This role is within the Operational Excellence team and will be a key player in assuring our delivery teams meet service level agreement requirements.

Responsibilities & Tasks

Key responsibilities:

Review & Analyze SOWs
Extract key SLAs, performance metrics, and compliance requirements
Identify critical contractual obligations related to service delivery
SLA Performance Tracking & Reporting
Maintain and develop SLA performance dashboards
Analyze trends and identify gaps in service performance
Provide regular reports to leadership on SLA adherence
Process Improvement & Compliance
Work with stakeholders to address SLA failures and recommend corrective actions
Ensure teams understand and comply with contractual requirements
Support "Back to Green" initiatives for underperforming SLAs
Continuous Improvement & Optimization
Identify opportunities to enhance SLAs and recommend optimizations
Collaborate with teams to implement best practices for operational excellence
Use Lean Six Sigma principles to improve efficiency and effectiveness
Stakeholder Collaboration
Facilitate discussions on SLA improvements and performance management

Other duties as assigned.

Experience, Skills and Qualifications Required

Requirements
Bachelor's Degree in IT or Business Administration
3+ years' working for IT managed service provider, preferably, service desk, logistics & data center
3+ years' experience in SLA tracking, contract analysis, process improvement, data analysis, or requirement documentation
Strong analytical skills with experience in data visualization tools.
Knowledge of Lean Six Sigma principles (Green Belt preferred)
Exceptional attention to detail, organized, and self-starter

Preferred Requirements
Specific experience analyzing and documenting IT managed service SOWs
Lean Six Sigma Green Belt
ITIL 4 Certification
Minitab or Tableau proficiency

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About Milestone Technologies, Inc.