Service Operations Excellence Analyst

“I am hugely excited about my future and the future of CyberOne. I have enjoyed my time here immensely and have learnt a huge amount in a short space of time, year-for-year I've learnt more here than I have at Microsoft and PwC.” - CyberOne Consultant

About CyberOne

CyberOne is a pure-play Microsoft security partner dedicated to helping enterprises realise the full value of the Microsoft Security portfolio-across Defender XDR, Sentinel, Entra, Purview, Intune, Copilot for Security and more. We combine deep technical expertise with outcome-driven services that accelerate secure cloud adoption, modernise threat protection and simplify compliance.

Department: Cyber Defence & Engineering

Function: ASSURE | Service Excellence & Governance

Reports to: Cyber Defence & Engineering Manager

Location: Philippines | Remote

Employment Type: Full-time

About the Role

CyberOne is seeking a Service Operations Excellence Analyst to support operational efficiency, service quality, workforce planning, capability development and governance across our Cyber Defence & Engineering function.

The successful candidate will work closely with Security Operations, Security Engineering and management to monitor operational performance, maintain service standards, identify improvement opportunities and coordinate activities that strengthen the effectiveness of our managed security services.

This is a cross-functional position covering multiple aspects of operational excellence. Candidates are not expected to have experience in every functional area. We welcome applicants with a strong foundation in at least two relevant discipline and the willingness to develop their knowledge across the wider function.

Key Responsibilities

1. Service Operations Excellence

• Monitor operational performance and service delivery effectiveness.

• Identify process inefficiencies and opportunities for continuous improvement.

• Coordinate improvement initiatives with operational and engineering teams.

• Maintain operational performance reports, dashboards and improvement trackers.

2. Capacity, Workforce Planning & Management Information

• Analyse operational workloads, staffing capacity and resource utilisation.

• Support workforce forecasting and capacity planning.

• Prepare operational reports and management information.

• Identify workload trends, capacity constraints and potential resource requirements.

3. Quality Assurance & Knowledge Management

• Support operational quality assurance activities and service reviews.

• Monitor adherence to established procedures and operational standards.

• Coordinate the maintenance of knowledge articles, runbooks and process documentation.

• Identify quality gaps and track corrective improvement actions.

4. Training & Capability Development

• Coordinate training activities and employee development initiatives.

• Maintain visibility of technical skills, training requirements and competency development.

• Support internal career progression and specialist development programmes.

• Work with team leads to monitor training progress and identify capability gaps.

5. Governance, Operational Readiness & Benefits

• Support governance activities and operational compliance requirements.

• Coordinate operational readiness reviews and service acceptance documentation.

• Track improvement initiatives, action ownership and expected benefits.

• Maintain governance records and provide progress updates to management.

Minimum Qualifications & Experience

Applicants must demonstrate relevant professional experience in at least two of the following areas:

• Service Operations & Continuous Improvement: Service delivery, IT operations, process improvement or operational performance management.

• Workforce Planning & Reporting: Capacity planning, workforce analysis, resource forecasting, operational reporting or data analysis.

• Quality Assurance & Knowledge Management: Quality reviews, process documentation, knowledge management or operational standards.

• Training & Capability Development: Training coordination, learning programmes, skills assessments or employee development.

• Governance & Operational Readiness: Operational governance, service transition, compliance coordination, readiness reviews or improvement tracking.

Experience across all five areas is not mandatory. Applicants with relevant transferable experience are encouraged to apply.

Essential Skills

• Strong organisational and analytical skills.

• Proficiency in Microsoft Excel and Microsoft 365 applications.

• Good written communication and documentation skills.

• Ability to prepare reports, analyse information and present findings.

• Strong attention to detail and problem-solving abilities.

• Ability to coordinate activities across different teams and stakeholders.

• Ability to work independently, manage priorities and follow through on assigned actions.

• Willingness to learn new operational disciplines and develop cross-functional expertise.

Desirable Experience

• Experience within a Security Operations Centre, Managed Security Service Provider or IT service management environment.

• Familiarity with cybersecurity operations and incident management.

• Experience using Power BI or other reporting and collaboration platforms.

• Knowledge of ITIL or other service management practices.

• Exposure to operational audits, workforce planning or service improvement programmes.

• Experience supporting technical teams or operational management.

What Success Looks Like

The successful candidate will contribute to:

• Reliable and consistent operational reporting.

• Improved visibility of workload, capacity and workforce requirements.

• Consistent quality assurance and operational documentation.

• Better coordination of training and capability development.

• Structured governance, operational readiness and improvement tracking.

• Actionable insights that support effective management decisions.