Global Services Ops Associate

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:

1. Development and Review of Statements of Work (SOWs)
   

   Develops, reviews, and approves Statements of Work (SOWs), ensuring they are comprehensive and well-defined.
   

2. Services Pricing and Governance
   

   Develops service pricing and governs SOWs to ensure alignment with customer requirements and contractual obligations.
   

3. Processing Requests
   

   Processes service win requests and Change Orders (COs), including project creation in the system for assignment to the Services organization.
   

4. Cross-Functional Collaboration
   

   Partners with Legal, Sales, and other departments to review and negotiate SOWs, ensuring accuracy and completeness.
   

5. Margin Thresholds and Approvals
   

   Serves as the subject matter expert on margin thresholds and manages the low-margin approval process within Salesforce.
   

6. 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.