Operational Excellence Analyst

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

Role Summary

Milestone Technologies is looking for an Operational Excellence Analyst with experience analyzing Statements of Work and tracking operational delivery compliance. This role is within the Operational Excellence team and will be a key player in assuring our delivery teams meet service level agreement requirements.

Responsibilities & Tasks –

Key Responsibilities

Review & Analyze SOWs

• Extract key SLAs, performance metrics, and compliance requirements
• Identify critical contractual obligations related to service delivery
  
  

SLA Performance Tracking & Reporting

• Maintain and develop SLA performance dashboards
• Analyze trends and identify gaps in service performance
• Provide regular reports to leadership on SLA adherence
  
  

Process Improvement & Compliance

• Work with stakeholders to address SLA failures and recommend corrective actions
• Ensure teams understand and comply with contractual requirements
• Support "Back to Green" initiatives for underperforming SLAs
  
  

Continuous Improvement & Optimization

• Identify opportunities to enhance SLAs and recommend optimizations
• Collaborate with teams to implement best practices for operational excellence
• Use Lean Six Sigma principles to improve efficiency and effectiveness
  
  

Stakeholder Collaboration

• Facilitate discussions on SLA improvements and performance management
  
  

Other duties as assigned.

Requirements

Experience, Skills and Qualifications Required

Bachelor's Degree in IT or Business Administration

3+ years' working for IT managed service provider, preferably, service desk, logistics & data center

3+ years' experience in SLA tracking, contract analysis, process improvement, data analysis, or requirement documentation

Strong Analytical Skills With Experience In Data Visualization Tools.

Knowledge of Lean Six Sigma principles (Green Belt preferred)

Exceptional attention to detail, organized, and self-starter

Preferred Requirements

Specific experience analyzing and documenting IT managed service SOWs

Lean Six Sigma Green Belt

ITIL 4 Certification

Minitab or Tableau proficiency

Compensation

Estimated Pay Range:

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees. 

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.