Service Operations Control Analyst

Job Description

We are looking for a motivated and detail‑oriented Service Operations Control Analyst to join our Service Business Management team. In this role, you will transform large‑scale operational and financial data (revenue, costs, P&L, SLAs, contract profitability) into clear, actionable insights through advanced dashboards and reporting. Your work will directly support margin analysis, contract evaluation, and strategic decision‑making in our B2B printing services business.

Responsibilities

• Design and maintain high‑impact dashboards (mainly Power BI) focused on P&L, margin and service profitability.
• Extract, transform and model data from ERP, databases and ITSM systems.
• Conduct margin, trend and root‑cause analysis to identify cost drivers and performance gaps.
• Ensure data integrity and standardization of service and financial KPIs.
• Provide insights for budgeting cycles and strategic service reviews.
• Collaborate with Service Delivery, Finance and Technical teams to improve reporting infrastructure and business performance.

Qualifications

• Strong hands‑on experience with Power BI (dashboard development).
• Solid knowledge of data warehouse modeling (Star/Snowflake schemas).
• Advanced DAX (and/or MDX) skills.
• Strong SQL/data querying capabilities.
• Experience with data analysis and data wrangling techniques.
• Ability to communicate complex metrics clearly to different stakeholders.
• Good English proficiency.

Nice To Have

• Experience with ERP/ITSM platforms (e.g., ServiceNow, Jira Service Management).
• Python or R for data preparation/visualization.
• Experience with BigQuery or Snowflake.
• Interest in resource utilization modeling or operational analytics.

Key Skills

• Apply high standards of accuracy.
• Plan & organise effectively.
• Communicate effectively.
• Create insight.
• Apply business acumen.
• Respond flexibly.