Service Compliance Analyst

OUR COMPANY:

EOS IT Solutions is a global technology and logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of services are our top business priorities, along with investing in and supporting our partners and employees.  

We are a true international IT provider and are proud to deliver our services through global simplicity with trusted transparency.

WHAT YOU’LL DO:

We are seeking a detail-oriented and proactive Service Compliance Analyst to oversee and drive the performance reporting and compliance functions for our service delivery operations.

This role is integral to ensuring the effectiveness and consistency of our service levels, helping us achieve and exceed SLAs and KPIs. The Service Compliance Analyst will serve as the primary source of truth for all performance metrics, working closely with the Service Delivery Manager, Service Managers, and Team Leads to provide actionable insights and in-depth analysis.

This role is responsible for monitoring, analyzing, and reporting on service performance, as well as producing weekly and monthly operational reports and assisting with Quarterly Business Review (QBR) presentations. If you thrive on delivering data-driven insights and ensuring compliance in a fast-paced environment, this position is an excellent opportunity for you.

KEY RESPONSIBILITIES:

• Service Performance Monitoring:
• Track and monitor all service performance metrics, SLAs, and KPIs to ensure compliance and identify areas for improvement.
• Conduct real-time and ongoing analysis of performance metrics to detect trends, anomalies, and potential risks.

• Reporting and Analysis:
• Produce comprehensive weekly and monthly operational reports, detailing performance against agreed SLAs and KPIs.
• Compile and analyse data from multiple sources to create clear, actionable insights and recommendations.
• Develop custom reports and dashboards to address specific performance or compliance concerns, supporting the SDM and Service Managers.

• Quarterly Business Review (QBR) Support:
• Assist in the creation and design of QBR presentations, incorporating performance insights, service achievements, and key compliance metrics.
• Work closely with cross-functional teams to ensure accurate and relevant data is included in QBR materials.

• Stakeholder Support:
• Act as the go-to expert for service performance and compliance data, supporting the SDM, Service Managers, and Team Leads with timely information and guidance.
• Respond to ad-hoc data requests and provide analysis on various performance aspects as required by the service delivery team.

• Continuous Improvement:
• Identify and recommend improvements to data collection, reporting processes, and compliance tracking to increase efficiency and accuracy.
• Collaborate with service teams to implement improvements and ensure ongoing alignment with service performance goals.

ESSENTIAL CRITERIA:

• Education:
• • Accreditation in Data Analytics, Information Technology, or a related field.

• Experience:
• Minimum of 2 years of experience in a similar role, ideally within a service delivery or compliance environment.
• Proven track record in performance monitoring, reporting, and compliance analysis.

• Technical Skills:
• Proficiency in data analysis tools such as Excel (Expert level), Power BI, or Tableau.
• Familiarity with SLA/KPI tracking methodologies and metrics.

• Soft Skills:
• Strong analytical and problem-solving skills, with attention to detail.
• Excellent communication and presentation skills, able to convey complex data clearly and concisely.
• Highly organized with the ability to manage multiple projects and priorities.

• Key Competencies
• Attention to Detail: Meticulous in tracking, analysing, and reporting on all areas of service performance and compliance.
• Data-Driven Mindset: Ability to work with large data sets, identifying trends and making data-informed recommendations.
• Proactive Problem Solving: Demonstrates initiative in identifying performance issues and suggesting corrective actions.
• Stakeholder Engagement: Works effectively with internal stakeholders, providing insights and support to drive service excellence.
• Adaptability: Flexible and capable of adjusting to evolving requirements and deadlines in a dynamic environment.

DESIRED CRITERIA:

• Exceptional organizational and time-management skills.
• Strong problem-solving abilities and a results-oriented mindset.
• Commitment to quality and customer satisfaction.
• Ability to handle high-pressure situations and make decisions in real-time

The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws. 

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor. 

#LI-VR1