Job Summary

• The primary purpose of this role is to analyze, monitor, and report Service performance data to support operational decision-making, service efficiency improvement, and management visibility.
  The role focuses on Service KPIs, operational analytics, trend analysis, and standardized reporting, ensuring accurate and timely insights across Service operations.
• This position acts as a key analytical support function for Service leadership, enabling data-driven performance management and continuous improvement.

Key Accountabilities

Service Performance Analysis & Reporting

• Develop, maintain, and enhance Service performance reports and dashboards covering financial, operational, and internal KPIs.
• Analyze key Service KPIs
• Productivity, utilization, efficiency
• WIP aging and cost.
• Revenue, GP%, Net Profit
• Manpower count management
• Prepare weekly, monthly, quarterly, and YTD performance reports for management review.

Data Accuracy & Governance

• Ensure consistency and accuracy of Service data across systems and reports.
• Validate data sources, highlight discrepancies, and coordinate corrections with stakeholders.
• Maintain structured documentation for reports, definitions, and KPI logic.

Trend Analysis & Insights

• Perform trend and variance analysis to identify:
• Performance gaps
• Repeated operational issues.
• Improvement opportunities
• Support deep-dive analysis on service performance issues and improvement initiatives when required.

Knowledge, Skills and Aptitude

• Educational Qualifications and Certifications: HND / bachelor’s degree in business administration, Industrial Engineering, Statistics, Finance, or related discipline.
• Knowledge: Strong analytical and numerical skills. Advanced reporting and data interpretation capability. Strong documentation and presentation skills. Ability to translate data into clear insights for non-technical stakeholders.
• Technical Skills: Strong proficiency in Excel and reporting tools. Experience with ERP / Service systems is an advantage. Dashboarding and data visualization experience is a plus.
• Language Skills: English; Arabic language.
• Experience: Between 2 to 6 years’ experience in the following: Service operations analysis. Business / performance analytics in a large organization

Key Interactions

• Key Internal Contacts: Service Operation Managers. Service Supervisor. Service Admin. Finance & Administration

• Purpose of Interaction: NA

• Key External Contacts: Customers

• Purpose of Interaction: NA

• Direct Reports: N/A