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)