Service Operations Administrator
Job Title: Service Operations Administrator
Location: Kandy, Sri Lanka
Department: Service Operations
Employment Type: Full-Time
Overview
We are seeking a methodical and dependable Service Operations Administrator to join our team in Kandy. This role is central to ensuring the smooth day-to-day functioning of service operations across our business. The successful candidate will be responsible for coordinating service activities, maintaining operational records, and supporting internal and external stakeholders to ensure service commitments are met on time and to a high standard.
This is a detail-oriented position that requires good organizational skills, consistency, and the ability to manage multiple priorities calmly and efficiently. If you take pride in your work, are comfortable working within structured systems, and enjoy being the backbone of service delivery processes, this role will suit you well.
Key Responsibilities
- Operational Coordination
- Oversee the scheduling and coordination of daily service operations, ensuring timely delivery of services to clients.
- Liaise with internal departments such as logistics, customer support, and technical teams to maintain workflow alignment.
- Monitor daily task progress and flag delays or issues to management.
- Data Management and Reporting
- Maintain accurate service records, logs, and performance trackers.
- Compile weekly and monthly reports on operational metrics, such as service turnaround times, response rates, and issue resolutions.
- Ensure all service-related data is securely stored and easily accessible for audit or review purposes.
- Client Support and Follow-Up
- Assist with client inquiries related to ongoing service orders or delivery status.
- Coordinate resolution of service issues or escalations by following up with the relevant internal teams.
- Provide clients with regular updates on service activities when necessary.
- Process Compliance
- Ensure that all service procedures comply with company policies and industry regulations.
- Help enforce service-level agreements (SLAs) by tracking adherence and highlighting any deviations.
- Support implementation of internal quality control measures to improve accuracy and reduce operational errors.
- Administrative Support
- Manage service-related correspondence, including scheduling emails, confirmation messages, and document requests.
- Assist in preparing documents, reports, and presentations required by the operations team.
- Maintain inventory records of operational materials or equipment required for service delivery.
- Collaboration & Communication
- Work closely with the service delivery team to ensure that each task has clear ownership and timelines.
- Communicate effectively across teams to ensure clarity of roles and expectations.
- Participate in team meetings, share updates, and document meeting minutes where required.
Required Skills & Competencies
- Strong organizational skills with attention to detail.
- Reliable, punctual, and capable of handling time-sensitive tasks without close supervision.
- Good communication skills in English and Sinhala. Ability to read and write in Tamil will be an added advantage.
- Proficiency in Microsoft Office applications, particularly Excel, Word, and Outlook.
- Familiarity with basic data entry, tracking, and report generation practices.
- Comfortable working with task management or ticketing tools.
- Ability to work under pressure while maintaining accuracy and professionalism.
- A service-first mindset and a calm, solutions-oriented approach to problems.
Qualifications & Experience
- G.C.E. A/L qualification required. A diploma or certification in Business Administration, Operations Management, or a related field will be beneficial.
- Minimum 2 years of experience in an administrative or operations role.
- Experience in a service-focused environment (e.g., telecom, utilities, customer service) preferred.
- Familiarity with internal control procedures, SLA management, and documentation practices.
Working Hours
- Monday to Friday: 8:30 AM – 5:30 PM
- Occasional Saturday work may be required, depending on operational needs.
Work Culture & Expectations
Our office culture values consistency, integrity, and accountability. You are expected to be dependable in your role, take initiative when you see an operational gap, and maintain open lines of communication with your colleagues. While the role does not require client acquisition or sales, your support will directly impact customer satisfaction and business reputation.
We maintain a practical and respectful working environment. Your contributions will be acknowledged, and your commitment to doing things the right way will set you apart. This role is suitable for someone who finds satisfaction in supporting systems, organizing workflows, and keeping things running efficiently behind the scenes.
Opportunities for Growth
We believe in nurturing talent and rewarding consistency. Based on performance, this role offers a path to higher responsibility in operations coordination, service supervision, or administrative leadership. Training and development support will be provided for those demonstrating commitment and initiative.
How to Apply
If you feel this role aligns with your strengths and career interests, please send your CV and a short cover letter explaining why you are suited for the position to:
📧 careers@ourcompany.lk
Please use the subject line: “Application – Service Operations Administrator – Kandy”
Applications close on: [Insert Deadline Date]
Final Note
This is not a flashy or high-profile role. It is the kind of job that requires consistency, focus, and dedication—qualities that may not always get the spotlight, but are essential to making a business work well. If that sounds like you, we’d like to hear from you.