The Global Services Operations (GSO
) team ensures that service-related processes are standardized, accurate, and aligned with both internal and customer requirements.
The GSO team is responsible for the following key functions:
- Development and Review of Statements of Work (SOWs)
Develops, reviews, and approves Statements of Work (SOWs), ensuring they are comprehensive and well-defined.
- Services Pricing and Governance Develops service pricing and governs SOWs to ensure alignment with customer requirements and contractual obligations.
- Processing Requests Processes service win requests and Change Orders (COs), including project creation in the system for assignment to the Services organization.
- Cross-Functional Collaboration Partners with Legal, Sales, and other departments to review and negotiate SOWs, ensuring accuracy and completeness.
- Margin Thresholds and Approvals Serves as the subject matter expert on margin thresholds and manages the low-margin approval process within Salesforce.
- Central Repository Maintenance Maintains a central repository of approved customer-specific SOWs to ensure accessibility and visibility for stakeholders.
The Global Services Ops Specialist facilitates multiple aspects of service operations to ensure a smooth and efficient workflow. This role performs detailed data analysis, process monitoring, and issue resolution to support the end-to-end services lifecycle, from pre-sales through delivery.
Key Responsibilities:
- Perform data entry and maintain records in operational systems.
- Monitor service request queues and escalate issues as needed.
- Communicate with internal teams to gather information or clarify requests.
- Execute, manage, and prioritize service operational tasks while ensuring timely responses.
- Generate and review routine reports on service operational performance.
- Identify and participate in process improvement initiatives as requested by leadership.
Requirements
Skills:
- Intermediate knowledge of service management.
- Strong analytical and problem-solving skills.
- Ability to prioritize and manage multiple tasks effectively.
- Proficiency with operational software.
- High emotional intelligence (EQ), a willingness to learn, and the ability to work independently as well as collaboratively within cross-functional teams in a dynamic, fast-paced environment.
Work Experience:
- Minimum of 3 years of progressive experience in a related field.
- 3–5 years of experience in a related field, such as: Business Operations, Customer Support and Business Administration.
