Job Description

Be at the heart of service excellence by driving performance visibility, compliance, and continuous improvement across service operations. As a Service Management Analyst, you will transform data into insights, proactively manage service health, and ensure delivery teams stay aligned with performance commitments and operational standards.

You’ll act as a key enabler of operational maturity, partnering with service leads and delivery teams to monitor incidents, address service gaps, and embed smarter, more efficient ways of working. From reporting accuracy to automation initiatives, you’ll help elevate service management into a high-impact, insight-driven function.

General Duties and Responsibilities

• Perform compliance and quality assessments based on the defined Operations Maturity Framework by the Business Excellence team

• Support Service Management Lead and Account Managers in monitoring incidents; ensure failed service levels are analysed, resolved, and followed up in a timely manner with CBS Tower delivery leads

• Perform and/or support continuous improvement initiatives to enhance or automate current ways of working and reporting

• Develop project management capabilities by supporting improvement initiatives, with progression towards independently leading small to medium-scale projects that drive operational efficiency and service excellence

• Build understanding of end-to-end processes and data flows across key business functions (e.g., Procurement, HR, Finance) to strengthen service insights, improve reporting accuracy, and identify optimization opportunities

• To perform accurate and timely service reporting across all towers, including internal and client service performance

• Perform analysis, identify key issues and relationships, conduct investigations into reasons for variances, exceptions or discrepancies.

• Analyse service delivery such that agreed service levels and budgetary guidelines defined in the relevant Service Level Agreements.

Personal Development Objectives

• Participate in all required training and development programs to ensure competency

• Seek opportunities to improve knowledge, skills, and performance

• Be receptive to developmental feedback and strive to eliminate discrepancies between required competencies and current abilities.

Skills Requirement:

• Microsoft Office Expertise: Proficient in PowerPoint, Excel (including data analysis and formulas), and Word for high-quality reporting and presentations

• Effective Communication: Good command of English (written and verbal) to engage stakeholders and present insights clearly

• Data Visualization & Analytics: Willingness and ability to learn Power BI for dashboard creation, reporting automation, and data-driven insights

Job Requirement :

• Min Bachelor Degree in any field

• Having min 5 years of working experience as Operations Accelerator

• Fluent in English

• Good in communication skill and analytical thinking

• Willing to be placed in Head Office Jakarta (Sudirman)

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