Service Operations Specialist

The Service Operations Specialist will report to the VP of Engineering (Heartland) to help support the Services and Project Management leadership teams with pre-sales tracking and services delivery tasks.

Roles and Responsibilities:

• Assist VP of Engineering in monitoring services related reporting including:
  • Services pipeline
  • WIP (Work in Progress) reporting
  • Proposal status and timelines for execution and delivery
• Responsible for working with internal Vendor Relations Management (VRM) team to help manage certifications
• Responsible for proposal creation and workflow (i.e. Statements of Work, Change Orders, Vendor Delivered Services, Sub-Contractor Services, etc)
  • Input accurate data into COGS / SalesForce/JIRA
  • Submit proposal requests to the Proposal Support Group (PSG)
  • Work with the relevant teams to ensure accuracy of the SOW
  • Work with the Account teams to properly forecast projects
• Responsible for working with internal teams to address Invoicing / Accounting Issues
• Document the full lifecycle of the services process and maintain updates, as needed
  Ensure a strong internal customer experience by maintaining a high level of communication and professionalism to the team: sales, delivery personnel, PMO, PSG, and GuidePoint Security stakeholders
• Manage staff augmentation process
  • Scoping/Gathering information for client needs/requirements
  • Managing the interview process with internal and client resources
  • Working with internal teams to onboard resources
  • Provide oversight on projects
  • Any additional tasks associated with the lifecycle of subcontractors  

Experience Requirements:

• At least 5 years IT, security or business-related experience
• Experience in services delivery or project management
• Security certification or project management a plus
• Experience with cybersecurity technologies is a plus
• Bachelor’s degree in a relevant discipline or equivalent experience
• Strong organizational skills
• Ability to multi-task effectively
• Comfortable working in an independent, fast paced environment
• Effective communication skills (written and verbal)

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