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

• 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.

• 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, concise executive narratives and decision-ready insights for the leadership team.

• Review preparation, business partnering & continuous improvement

• Prepare the analysis and the material for the monthly cadence reviews, the S&OP L4 review with Global Commercial and the QBR, and consolidate the performance of the three regions.
• Partner with the regional performance leads, the transformation leaders and Finance to collect the inputs, challenge the figures and align on one single version of the truth.
• Track the actions arising from the performance reviews, follow up their closure with the owners, and escalate the overdue items through the appropriate governance.
• Contribute to the continuous improvement of the performance management framework, proposing new KPIs, better visualisations and simpler ways of working.

Requirements

• Bachelor's or Master's degree in Finance, Business, Economics, or a related field
• English mandatory, Additional languages are a plus
• Minimum 5 years of experience in financial analysis, business analysis, controlling or performance management, ideally in a services, industrial or technology environment
• Process improvement, value chain analysis, data and reporting
• Experience in an international, matrix environment, collaborating with regional teams and Finance across several time zones. Having faced difficult / complex operational challenges, and having mobilised a team to overcome a critical situation
• Financial modelling and analysis: cost-to-serve, productivity, budget and forecast variance, and business case building with benefits tracking.
• Reporting and dashboard experience: building and maintaining KPI dashboards and management reporting packs for senior stakeholders, and securing data accuracy across multiple source systems.
• Exposure to service operations or continuous improvement environments, with an understanding of the End-to-End service value chain, is a strong plus.

Skills requirements

Analytical and finance oriented, Digital skills, strong business acumen

Advanced Excel and data modelling skills, and proficiency with BI / visualisation tools (Power BI, Tableau); SQL and automation skills are a strong plus.

Strong team builder/team developer of multi cultural teams in complex environment and to put in place collaborative climate to leverage diversity

Ability to communicate effectively difficult and/or complex ideas by listening and proper information toward both external and internal stakeholders

Transformational leadership. Strong change management abilities to define vision, direction to take, structure and support to put in place to execute organisational transformations

Lead with Agility being a role model facing stressful issues while performing in handling wide range of situations in parallel

Ability to drive a high performance culture including a strong focus on mindset change towards our Core transformations (Services being at the Core for short-term challenges)

Storytelling with data: ability to build clear, executive-ready material and to link performance metrics to business outcomes and financial impact.

Rigour and attention to detail: able to reconcile figures across systems, document assumptions clearly, and challenge a result until the root cause is understood

Ready to take your process expertise to the next level? Let's connect!

Bring your expertise to a team that's ready to welcome you—apply today!

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