Service Operations Excellence Analyst

About the role

CyberOne is looking for a Service Operations Excellence Analyst to enhance operational efficiency, service quality, and workforce planning within its Cyber Defence & Engineering function. The role works closely with Security Operations, Security Engineering and management to monitor performance, maintain standards and drive continuous improvement.

Key responsibilities

• Monitor operational performance, identify inefficiencies and coordinate improvement initiatives across teams.
• Analyse workloads, staffing capacity and resource utilisation to support workforce forecasting and capacity planning.
• Support quality assurance activities, maintain knowledge articles, runbooks and process documentation.
• Coordinate training and capability development, track skill gaps and support career progression programmes.
• Assist governance activities, operational readiness reviews and track improvement actions and benefits.

Required profile

• Professional experience in at least two areas such as service operations, workforce planning, quality assurance, training coordination or governance.
• Strong organisational, analytical and problem‑solving abilities with attention to detail.
• Excellent written communication, documentation and reporting skills.
• Ability to work independently, manage priorities and collaborate across multiple stakeholders.

Required skills

• Proficiency in Microsoft Excel.
• Experience with Microsoft 365 applications.
• Familiarity with Power BI or similar reporting tools (desirable).
• Knowledge of ITIL or other service management practices (desirable).