Senior Commercial Operations Lead, Managed Services

• The Senior Commercial Operations Lead leads the delivery of Managed Services commercial operations by making commercial work more scalable, timely, and predictable, resulting in quality contracts that are readily utilized within Managed Services and downstream workflows.
• The role sits within Managed Services and serves as a commercial focal point for Managed Services stakeholders. It helps ensure that Statements of Work (SOWs), Project Change Requests (PCRs), amendments, and related commercial materials are complete, internally consistent, accurately represented, and ready for the appropriate review or downstream action.
• The role is focused on improving and scaling Managed Services commercial operations by applying increased rigor through the use of controls and workflow improvements. It interfaces closely and alongside Managed Services stakeholders with adjacent functions to support effective commercial processes.
• Key partners: Managed Services Service Delivery, Managed Services Customer Success, Managed Services Leadership
• The Senior Commercial Operations Lead operates within Managed Services and helps streamline commercial execution without becoming the owner of enterprise policy or final approval decisions. This is a senior execution and coordination role accountable for operational quality, document readiness, workflow coordination, issue routing, and follow-through.

Role Scope:

• The Senior Commercial Operations Lead owns the readiness and improved delivery of Managed Services commercial operations. The role coordinates inputs, identifies gaps, tracks actions, and supports timely movement of commercial work from intake through review and downstream execution.
• The role interfaces with Managed Services - Service Delivery, Customer Success, Managed Services leadership primarily. The role may interface, as needed with adjacent organizations that provide inputs or consume commercial outputs from Managed Services. The role may return incomplete SOWs, PCRs, or commercial packages for correction and clarification, while appropriate functions retain their respective decision responsibilities.
• The role partners with the broader organization on contract-to-order-to-billing verification for any contractual changes on an as needed basis.

Duties & Responsibilities:

• SOW, PCR, and Commercial Document Quality
• Support Managed Services stakeholders in preparing timely, complete, and accurate SOWs, PCRs, and related commercial documents.
• Validate that documents clearly describe scope, deliverables, assumptions, customer responsibilities, dependencies, exclusions, service references, pricing and billing inputs, acceptance criteria, timing, and approved changes.
• Check consistency across proposals, SOWs, PCRs, quotes, contracts, CRM records, and supporting materials.
• Identify missing, contradictory, unclear, or unsupported information and route each issue to the appropriate owner.
• Maintain standard templates, checklists, intake requirements, and document-quality guidance for Managed Services commercial activity.
• Commercial Intake, Coordination, and Handoffs
• Manage or support the Managed Services intake process for SOWs, PCRs, amendments, renewal-related paperwork, and other commercial requests.
• Maintain visibility into request status, required inputs, owners, deadlines, dependencies, and open actions.
• Assist Managed Services stakeholders as needed to properly coordinate the movement of materials between Managed Services, Sales, OA, Legal, Finance, Order Operations, and delivery stakeholders.
• Prepare review-ready materials and identify missing information before routing requests for review or downstream action.
• Confirm that approved commercial documents and changes are aligned before downstream processing.
• Support clean handoffs by ensuring required documentation, action ownership, and dependencies are visible.
• Track discrepancies, corrections, and open actions through closure with the accountable functional owner.
• Commercial Changes and Record Integrity
• Support the documentation and coordination of existing-business changes, renewals-related paperwork, expansions, contractions, amendments, and PCRs.
• Collect and validate information required for the applicable commercial process, including current scope, requested scope, contract language, pricing inputs, and supporting records.
• For Managed Services stakeholders, ensure and maintain controlled versions of SOWs, PCRs, amendments, supporting approvals, and related Managed Services commercial records.
• Apply clear naming, versioning, source, change-history, and retention practices.
• Reconcile discrepancies across commercial documents and systems and identify the functional owner responsible for correction.
• Maintain traceability from a document change to the originating request, approval, contract, or decision record.
• Managed Services Commercial Interface
• Support consistent handoffs without taking ownership of the customer relationship, opportunity strategy, or governance decision.
• Serve as a day-to-day commercial-operations point of contact between Managed Services and adjacent organizations.
• Translate Managed Services requirements for scope clarity, delivery assumptions, customer responsibilities, dependencies, and operational documentation into practical document and intake requirements.
• Ensure Managed Services feedback is captured, routed to the right owner, and reflected in the appropriate document or workflow.
• Standard Work and Continuous Improvement
• Convert recurring SOW, PCR, intake, and handoff challenges into improvements resulting in increased standard work, templates, checklists, and simple workflows.
• Document required inputs, review steps, handoffs, escalation paths, and expected turnaround times.
• Reduce reliance on informal knowledge and individual workarounds within Managed Services commercial operations.
• Identify practical automation opportunities for status tracking, document completeness, reminders, and reporting.
• Provide Managed Services stakeholders with factual operating insight to support process and governance improvements.
• Identify and maintain a list of prioritized improvements to the Managed Services commercial workflows.
• Reporting and Operational Insight
• Produce concise reporting on intake volume, request status, cycle time, aging, missing information, rework, and document corrections.
• Identify recurring sources of SOW and PCR rework, delayed review, unclear ownership, or downstream correction.
• Maintain current status, ownership, aging, and disposition information to support reliable operational reporting.
• Provide concise visibility into material issues, trends, dependencies, and next actions.
• *Other job duties as assigned

Education & Experience:

Minimum Required -

• 8+ years of experience in managed services and/or cloud commercial operations, business operations, service operations, or a comparable discipline.
• Experience supporting complex cloud services, managed services, technology services, SaaS, professional services, or another operationally complex environment.
• Demonstrated experience preparing, reviewing, coordinating, or administering SOWs, PCRs, amendments, contracts, purchase orders, or similar commercial documentation.
• Strong attention to document quality, completeness, consistency, version control, and follow-through.
• Experience coordinating work across Sales, Operations, Finance, Legal, Delivery, or comparable functions.
• Experience tracking requests, actions, dependencies, approvals, deadlines, and exceptions.
• Ability to identify gaps and inconsistencies while respecting functional decision responsibilities.
• Strong analytical, organizational, written, and verbal communication skills.
• Experience with CRM, workflow, document-management, reporting, or business-intelligence platforms.
• Ability to work independently in an environment with evolving processes and incomplete information.

Preferred -

• Experience in Managed Services, IT services, cloud services, infrastructure, cybersecurity, FinOps, or technology consulting.
• Experience with Salesforce, ServiceNow, Microsoft 365, contract-management tools, or comparable platforms.
• Familiarity with SOWs, PCRs, MSAs, amendments, service catalogs, pricing and billing inputs, and recurring-revenue services.
• Experience improving commercial document quality, intake workflows, handoffs, or operational controls.
• Experience partnering with an architecture, operations, deal-governance, or solution-approval function.
• Experience with workflow automation, reporting, or operational dashboards.

Knowledge, Skills & Abilities:

Core Competencies

• Commercial document quality
• SOW and PCR coordination
• A sense of urgency
• Operational rigor
• Contract and scope awareness
• Process adherence
• Data and document integrity
• Workflow coordination
• Issue identification and routing
• Cross-functional communication
• Follow-through and action closure
• Attention to detail
• Practical continuous improvement

Measures of Success:

• Success in this role will be measured by improvements in:
• Improved velocity, quality and completeness of Managed Services handoffs to downstream functions.
• Reduction in incomplete, contradictory, or returned documents.
• Reduction in avoidable SOW, PCR, contract, CRM, and downstream-record discrepancies.
• Increased visibility into request status, aging, ownership, dependencies, and next actions.
• Closure rate for open documentation and coordination actions.
• Adoption of standard templates, checklists, intake requirements, and workflow practices.

Initial Operating Outcomes:

• During the initial period, the role should be expected to:
• Baseline current SOW and PCR quality, cycle time, rework, and return reasons.
• Establish practical intake requirements and document-quality checklists.
• Standardize core SOW, PCR, amendment, and change-request templates in partnership with relevant functional owners.
• Implement a visible tracker for request status, owners, dependencies, aging, and next actions.
• Establish a prioritized list of improvements to Managed Services commercial workflows.