CloudFactory is changing the way the world works by providing an on-demand, digital workforce for scaling critical business processes in the cloud. We’re also on a mission to create meaningful work for as many people as possible.

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Senior Service Operations Specialist

Job Type

Full Time

Qualification

BA/BSc/HND

Experience

Location

Nairobi

Job Field

Project Management

Strategic Responsibilities

Operational Performance and Planning

Operate with general direction, independently planning and prioritizing day-to-day activities.

Oversee operational performance for assigned workstreams, maintaining visibility into key metrics and emerging risks.

Analyze capacity and workload trends, identifying gaps and informing adjustments that support delivery stability and improvement.

Communicate insights, trends, risks, and recommendations to stakeholders to support sound decision-making.

Problem Solving and Issue Management

Use structured problem-solving frameworks to address operational challenges and determine the appropriate level of escalation.

Participate in incident coordination by gathering information, supporting root-cause analysis, and recommending follow-up improvements.

Process Improvement and Workflow Enhancement

Contribute to process redesign initiatives that strengthen efficiency, predictability, and data accuracy.

Support implementation of updated workflows and help embed improved operational practices across workstreams.

Knowledge Sharing and Documentation

Facilitate knowledge sharing within and across workstreams by contributing to documentation, playbooks, and best-practice material.

Help maintain process accuracy and consistency by ensuring updates are captured and communicated.

Team Contribution and Peer Guidance

Provide guidance and informal coaching to less experienced colleagues to build capability and support consistency.

Contribute to a collaborative, high-performing team environment by sharing insights, supporting discussions, and modelling strong operational habits.

Uphold corporate policies, InfoSec requirements, and organizational values in all aspects of work.

Requirements

Bachelor’s degree or equivalent experience in a relevant field.

Experience in service delivery or operations roles is an advantage.

Strong analytical, planning, and organizational skills.

Ability to communicate clearly and build strong working relationships.

Comfortable working across varied tasks in a dynamic environment.

• Operate with general direction, independently planning and prioritizing day-to-day activities.
• Oversee operational performance for assigned workstreams, maintaining visibility into key metrics and emerging risks.
• Analyze capacity and workload trends, identifying gaps and informing adjustments that support delivery stability and improvement.
• Communicate insights, trends, risks, and recommendations to stakeholders to support sound decision-making.
• Use structured problem-solving frameworks to address operational challenges and determine the appropriate level of escalation.
• Participate in incident coordination by gathering information, supporting root-cause analysis, and recommending follow-up improvements.
• Contribute to process redesign initiatives that strengthen efficiency, predictability, and data accuracy.
• Support implementation of updated workflows and help embed improved operational practices across workstreams.
• Facilitate knowledge sharing within and across workstreams by contributing to documentation, playbooks, and best-practice material.
• Help maintain process accuracy and consistency by ensuring updates are captured and communicated.
• Provide guidance and informal coaching to less experienced colleagues to build capability and support consistency.
• Contribute to a collaborative, high-performing team environment by sharing insights, supporting discussions, and modelling strong operational habits.
• Uphold corporate policies, InfoSec requirements, and organizational values in all aspects of work.

• Strong analytical skills
• Planning skills
• Organizational skills
• Clear communication skills
• Ability to build strong working relationships
• Comfortable working across varied tasks in a dynamic environment

• Bachelor’s degree or equivalent experience in a relevant field.
• Experience in service delivery or operations roles is an advantage.