Senior Service Operations Specialist

At CloudFactory, we are a mission-driven team passionate about unlocking the potential of AI to transform the world. By combining advanced technology with a global network of talented people, we make unusable data usable, driving real-world impact at scale. 

More than just a workplace, we’re a global community founded on strong relationships and the belief that meaningful work transforms lives. Our commitment to earning, learning, and serving fuels everything we do as we strive to connect one million people to meaningful work and build leaders worth following.

Our Culture

At CloudFactory, we believe in building a workplace where everyone feels empowered, valued, and inspired to bring their authentic selves to work. We are:

• Mission-Driven: We focus on creating economic and social impact.
• People-Centric: We care deeply about our team’s growth, well-being, and sense of belonging.
• Innovative: We embrace change and find better ways to do things together.
• Globally Connected: We foster collaboration between diverse cultures and perspectives.

If you’re passionate about innovation, collaboration, and making a real impact, we’d love to have you on board!

Role Summary

This role operates under general direction and manages its own planning, prioritization, and execution of work. The Senior Service Delivery Specialist oversees operational performance for assigned workstreams or functional areas, handling a blend of routine, complex, and non-routine tasks.

You will analyze capacity and workload trends, identify risks or gaps, and inform adjustments that strengthen predictability and performance. You will support process redesign, contribute to improved workflows, and participate in incident coordination, providing root-cause insight and recommending follow-up actions.

The role requires clear communication of trends, risks, and recommendations to stakeholders, along with active contribution to knowledge sharing within and across workstreams. You will also provide guidance to less experienced team members, uphold corporate policies and InfoSec standards, and model behaviors aligned to CloudFactory’s Culture Code.

Work Schedule Requirement

This role requires working non-standard hours. The schedule includes two weekend days and three weekdays, with night shift coverage as part of the rotation. Candidates must be willing and able to work weekends and night hours as part of the core expectations.

Behavioral Expectations

You are expected to take ownership of your work, think analytically, communicate with clarity, collaborate well with others, adapt to change, and uphold CloudFactory’s Culture Code and compliance standards.

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.