Key Responsibilities

Service Delivery & Capacity Management

• Monitor project capacity and resolve shortfalls following defined procedures.
• Collect and analyze data on demand, capacity, and resource availability, sharing insights with Delivery Owners.
• Implement capacity and demand management plans, keeping stakeholders informed of changes and risks.
• Ensure delivery teams meet SLAs and proactively plan for potential service level breaches.

Process & Performance Excellence

• Apply standardized workstream processes, tools, and metrics to maintain consistency and quality.
• Support process evaluations, provide feedback, and help document best practices.
• Track and report service delivery performance, contributing to continuous improvement initiatives.

Incident & Knowledge Management

• Identify, register, and categorize incidents per agreed procedures.
• Gather information to aid incident resolution and update the knowledge management database.
• Capture and classify content to build and maintain knowledge repositories and communities of practice.

Workforce Planning Support

• Assist in resourcing and recruitment coordination with managers and teams.
• Maintain accurate workforce capability and skills data, and perform basic gap analysis.
• Use planning tools to schedule and track workforce activities.

Collaboration & Culture

• Demonstrate CloudFactory’s Culture Code through accountability, empathy, and a growth mindset.
• Ensure compliance with Corporate and InfoSec policies with 100% training completion.
• Actively participate in team meetings, share ideas, and communicate clearly with stakeholders.
• Take ownership of tasks, meet deadlines, and seek opportunities for learning and improvement.

Requirements

• Bachelor’s degree or equivalent experience in a relevant field.
• Previous experience in service delivery or similar roles preferred.
• Strong organizational, multitasking, and communication skills.
• Basic understanding of service delivery principles, SLAs, and operational best practices.