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 GovernanceDevelops service pricing and governs SOWs to ensure alignment with customer requirements and contractual obligations.
- Processing RequestsProcesses service win requests and Change Orders (COs), including project creation in the system for assignment to the Services organization.
- Cross-Functional CollaborationPartners with Legal, Sales, and other departments to review and negotiate SOWs, ensuring accuracy and completeness.
- Margin Thresholds and ApprovalsServes as the subject matter expert on margin thresholds and manages the low-margin approval process within Salesforce.
- Central Repository MaintenanceMaintains 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
- 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.
- 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.
Skills Required
- 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, willingness to learn, and ability to work independently and collaboratively
- Minimum of 3 years of progressive experience in a related field
- 3-5 years experience in related fields such as Business Operations, Customer Support, or Business Administration
What We Do
Booth & Partners is a leading outsourcing and offshoring consulting firm that helps over 150 clients worldwide solve their talent and workspace challenges by specializing in building remote teams for startups and scaling businesses.
