AHEAD→
Sr. Analyst, Services Strategy & Excellence at AHEAD · Gurgaon
Skills
Job Description
AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.
At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.
We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.
We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.
As AHEAD Consulting & Services (ACS) evolves its operating model, the Services Strategy & Excellence team enables consistent delivery governance by translating operational and client-experience data into decisions that improve delivery quality, project health, and client outcomes.
The Senior (Sr.) Analyst role blends analysis with operational execution—building repeatable reporting, documenting and improving delivery and data processes, and running action tracking—while enabling (not owning) delivery teams’ remediation work. The role applies structured problem solving and critical thinking to transform ambiguous delivery issues into clear problem statements, root-cause analysis, and scalable process improvements. The Sr. Analyst partners with PMO, Practices, Services Operations, Resource Management, and Shared Services to (1) surface insights and risks, (2) track actions to resolution, and (3) improve data hygiene in PSA and related systems through standards and exception management.
This role is based in India and works closely with US-based stakeholders; reliable overlap with US time zones is required.
Duties and Responsibilities
Quality, CSAT, and Project Health Analytics
Support and maintain ACS quality and client satisfaction reporting (e.g., CSAT, project health, client experience KPIs) with clearly defined metric definitions, refresh cadence, and ownership.
Partner with Client 360 team to capture and organize lessons learned and recurring themes to inform analytics enhancements and continuous improvement.
Partner with PMO and Practice leaders to define clear problem statements, identify issues, track remediation plans, and confirm follow-through; escalate data integrity or delivery risk concerns through the agreed governance path.
Services Analytics, Reporting, and Operational Insights
Partner across Services Strategy & Excellence, Services Operations, PMO, Resource Management, and AHEAD Consulting Services (ACS) Practices to define and maintain a standard metric set and dashboards (e.g., utilization, financial performance, portfolio health).
Analyze operational and financial data (e.g., PSA, CSAT platforms, surveys, financial reports) to surface trends, risks, and improvement opportunities; provide root-cause analysis and recommended actions.
Assist in producing leadership-ready readouts (e.g., monthly highlights, monthly performance/quality insights, QBR inputs) with concise narratives and action-oriented recommendations.
Maintain clear documentation: metric definitions, refresh cadences, version control, and ownership; enable self-service where appropriate.
Translate ambiguous business questions into structured problem statements, analytical approaches, and clear decision options and recommendations for ACS leaders.
Data Hygiene, Governance, and Systems Support
Assist with monitoring PSA and related system data-quality controls (e.g., required fields, stage gates, exception reporting, and recurring audits) to ensure reporting accuracy and timeliness.
Support testing and rollout of reporting and governance tools (configuration updates, new reports, and automation opportunities); maintain release notes and user guidance.
Troubleshoot data and reporting issues; coordinate with technical teams to resolve defects and root causes, including clear problem statements and validation checks.
Design and refine lightweight processes, checklists, and SOPs that improve data capture and data hygiene in PSA and related systems; pilot changes, gather feedback, and iterate to improve data quality, reporting reliability, and user adoption.
Proactively identify recurring data or process breakdowns and recommend scalable fixes (training, templates, validations, automations) rather than recurring manual workarounds.
Cross-Functional Collaboration and Special Projects
Own assigned workstreams and ad-hoc analysis requests end-to-end (intake, problem framing, analysis, recommendation, and action tracking); communicate status, risks, and recommended decisions.
Contribute analytics and operational insights to cross-functional initiatives (e.g., AI/automation use cases, engagement governance improvements, capacity planning, presales scoping improvements), with an emphasis on scalable, repeatable solutions.
Perform other duties consistent with the role, as assigned.
Map current-state delivery and data processes to identify bottlenecks and failure points; propose pragmatic, stepwise improvements that balance control, effort, and user experience.
Education and Experience:
Minimum Required
Bachelor’s degree in Business Administration, Operations, Analytics, Finance, Information Systems, or related field (or equivalent experience).
5–8 years experience in professional/consulting services, services operations, PMO support, or business analytics (preferably IT services, managed services, or technology solutions).
Based in India with required overlap with US time zones for recurring governance meetings and collaboration.
Experience using operational and/or financial data (e.g., PSA, CRM, ERP, survey tools)
Working knowledge of engagement delivery concepts (e.g., milestones, risks/issues, utilization, margin) and their link to client outcomes.
Strong attention to detail and follow-through; ability to manage a recurring reporting cadence and action tracking while challenging and improving the underlying processes.
Advanced Excel proficiency and experience with BI/reporting tools.
Demonstrated ability to improve reporting efficiency through standardization and automation.
Demonstrated critical thinking and structured problem-solving skills (e.g., able to move from vague issues to clear problem statements, hypotheses, analysis, and recommendations).
Process mindset with experience mapping workflows, identifying bottlenecks or failure points, and proposing practical improvements.
Comfort working in ambiguity and creating structure (lightweight processes, templates, cadences) where it does not yet exist.
Preferred
Experience in IT consulting, managed services, or technology solutions, ideally in a central analytics, operations, or PMO-support role.
Experience querying structured data (e.g., SQL) and applying data validation techniques (reconciliations, anomaly detection, trend break analysis).
Familiarity with PSA tools and engagement frameworks used for governance, data capture, and reporting; experience defining “what good looks like” and driving adoption.
Experience supporting quality, CSAT, or continuous improvement programs in services organizations, including action tracking and executive readouts.
Exposure to AI-enabled or automation tools used for reporting, analytics, or services operations.
Why AHEAD:
Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.
We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.
India Employment Benefits include:
Comprehensive health insurance coverage for employees, with options to extend coverage to dependents
Paid time off and company holidays, along with additional leave benefits as per policy
Flexible work arrangements, supporting work-life balance
Learning and development opportunities to support continuous growth and upskilling
Employee wellness initiatives and programs focused on physical and mental well-being
Retirement and statutory benefits in line with India regulations
Inclusive and people-first culture, with a strong focus on collaboration and ownership