Service Improvement Analyst at Milestone… · Hyderabad

The Service Improvement Analyst – Digital Workplace Services is responsible for identifying, analyzing, prioritizing, and driving service improvement opportunities across the Digital Workplace Services portfolio. This role focuses on enhancing the end-user experience, improving service performance, optimizing operational processes, and increasing adoption of modern workplace technologies.

Leveraging ITIL, Lean Six Sigma (LSS), Continual Service Improvement (CSI), and Digital Employee Experience (DEX) principles, the analyst partners with service owners, engineering teams, operations teams, vendors, and clients to identify opportunities, implement improvements, and measure outcomes. The role requires a strong combination of analytical skills, customer focus, business acumen, and technical understanding of modern workplace services such as Microsoft 365, endpoint management, collaboration platforms, service desk operations, and end-user computing services.

The Service Improvement Analyst will lead improvement initiatives across multiple clients and business functions while ensuring service delivery aligns with business objectives, user expectations, and operational excellence standards.

Key Responsibilities

Service Improvement & Digital Workplace Optimization

• Lead the development and execution of service improvement initiatives across Digital Workplace Services in partnership with Service Excellence Leads, Service Owners, Engineering, and Operations teams.
• Analyze service performance, user experience data, operational metrics, and customer feedback to identify improvement opportunities.
• Drive continual improvement programs focused on enhancing employee productivity, service quality, customer satisfaction, and operational efficiency.
• Establish improvement roadmaps aligned with Digital Workplace Services strategy and business objectives.
• Support the adoption and optimization of workplace technologies including Microsoft 365, collaboration platforms, endpoint services, mobility solutions, and digital employee experience tools.
• Utilize Digital Employee Experience (DEX) insights, service analytics, and user sentiment data to prioritize and implement service improvements.

Process Excellence & Operational Effectiveness

• Develop a thorough understanding of existing Digital Workplace processes, workflows, and service delivery models to identify optimization opportunities.
• Create and maintain operational process documentation including: Process maps and flowcharts Standard operating procedures (SOPs) Capacity and utilization studies Time and motion studies Standard work documentation Cycle-time and workflow analysis
• Lead process redesign initiatives to improve efficiency, scalability, standardization, and service quality.
• Coordinate and track improvement activities resulting from Kaizen workshops, problem-solving sessions, and operational reviews.
• Implement Lean Six Sigma, ITIL, and Continuous Improvement methodologies to drive measurable outcomes.

Analytics, Reporting & Insights

• Define, monitor, and report on key Digital Workplace Services KPIs and SLAs, including: Service Desk performance End-user experience metrics Incident and request trends Availability and reliability metrics Adoption and utilization metrics Customer satisfaction (CSAT) Employee experience measures
• Develop dashboards and reporting frameworks that provide actionable insights to stakeholders.
• Conduct root cause analysis and trend analysis to proactively address recurring service issues.
• Utilize data-driven decision-making to recommend service enhancements and operational improvements.

Stakeholder Engagement & Leadership

• Lead cross-functional service improvement initiatives involving Operations, Engineering, Service Management, Product Teams, Vendors, and Client stakeholders.
• Serve as a trusted advisor and point of contact for service improvement programs and transformation efforts.
• Facilitate workshops, process reviews, and continuous improvement sessions with business and technical teams.
• Deliver Lean Six Sigma, ITIL, Continual Improvement, and service management training and awareness sessions.
• Mentor Yellow and Green Belt practitioners and support the organization's continuous improvement culture.
• Partner with leadership to prioritize and implement approved improvements that increase service value, customer satisfaction, and business outcomes.

Governance & Best Practices

• Promote and enforce ITIL and continual improvement best practices across Digital Workplace Services.
• Support service governance activities, operational reviews, and improvement boards.
• Ensure improvement initiatives are measured, documented, and sustained through appropriate governance and change management practices.
• Drive the identification, adoption, and continuous improvement of scalable end-to-end service delivery processes.

Required Skills & Qualifications

• Bachelor's degree in Business, Information Technology, Engineering, Operations Management, or related field.
• 3+ years of experience in Service Improvement, Process Improvement, Business Analysis, Service Management, or a related role.
• 2+ years of experience applying Lean Six Sigma, Continuous Improvement, or Operational Excellence methodologies.
• Experience supporting or improving Digital Workplace Services environments.
• Strong analytical and problem-solving skills with a proven track record of identifying improvement opportunities and delivering measurable results.
• Demonstrated experience documenting and optimizing business and operational processes.
• Experience working cross-functionally within complex organizational environments.
• Ability to effectively collaborate with global and remote teams.
• Excellent reporting, dashboard creation, and performance measurement experience.
• Strong verbal, written, presentation, and facilitation skills.
• Proficiency with Microsoft 365 applications, including Excel, Power BI, PowerPoint, Teams, and Visio.
• Strong understanding of service management principles, KPIs, SLAs, and operational metrics.

Preferred Qualifications

• Lean Six Sigma Black Belt or Green Belt certification.
• ITIL Foundation or higher-level ITIL certification.
• Experience with Digital Employee Experience (DEX) platforms such as Nexthink, Lakeside, or similar technologies.
• Knowledge of Microsoft 365, Endpoint Management, Intune, Windows Services, Collaboration Platforms, and Modern Workplace technologies.
• Experience with Power BI, ServiceNow, and service analytics platforms.
• Experience in managed services or enterprise IT environments.