Global Services Operations Analyst
BangaloreFull-TimeMid-levelOperations
Key Responsibilities
- PSA Implementation & Services Systems Strategy
- Act as a core partner to the Global Operations Director in the implementation, rollout, and optimization of a new PSA platform
- Support end-to-end implementation activities including requirements definition, workflow design, testing, deployment, and post-launch optimization
- Ensure PSA workflows support scalable service delivery, accurate financials, and leadership visibility
- Help define longer-term services systems strategy beyond initial PSA rollout
- Workflow Design & Process Excellence
- Lead analysis of current-state Global Services workflows and identify opportunities for simplification, standardization, and automation
- Design, document, and implement scalable end-to-end operational processes aligned with business objectives
- Create and maintain SOPs, process documentation, and enablement materials for global teams
- Drive continuous improvement initiatives across services operations
- Reporting, Analytics & Insights
- Own the development of operational reporting and analytics to support decision-making at the leadership level
- Translate complex operational data into clear insights, trends, and recommendations
- Establish and refine KPIs related to utilization, delivery performance, backlog, forecasting, and operational health
- Support executive-level reporting and ad hoc analysis
- Strategic Operations Initiatives
- Partner with the Global Operations Director on broader strategic initiatives beyond PSA, including process transformation, tooling enhancements, and operational governance
- Support cross-functional initiatives spanning Services, Finance, Sales Operations, RevOps, and IT
- Provide analytical and operational support for long-term planning and scaling efforts
- Act as a trusted thought partner, bringing structure and data to ambiguous or evolving problems
- Stakeholder & Change Management
- Collaborate with global stakeholders across regions and functions to drive alignment and adoption
- Support change management efforts related to system and process changes
- Influence without authority by providing clear data, documentation, and recommendations
Required Qualifications & Experience
- Bachelor’s degree in Business, Operations, Analytics, Engineering, or a related field
- 6–9 years of experience in services operations, business operations, or systems/process roles, preferably within SaaS or technology organizations
- Demonstrated experience supporting Professional Services Automation (PSA) tools or services delivery systems
- Strong experience working with Salesforce in an operational or systems capacity
- Experience using Jira for operational tracking, cross-functional initiatives, or systems work
- Advanced experience in Power BI, including building dashboards and performing complex analysis
- Proven ability to design and implement scalable operational processes
- Strong analytical, problem-solving, and communication skills
- Ability to operate independently and manage multiple concurrent initiatives
Preferred Qualifications and Key Competencies
- Experience supporting global or multi-region professional services organizations
- Exposure to services financials including utilization, margin, revenue, and forecasting
- Experience working on large-scale system implementations or operational transformations
- Familiarity with ERP platforms such as NetSuite
- Strategic mindset with strong execution capability
- Comfortable operating in ambiguity and driving structure
- Systems thinker with a data-driven approach
- Strong stakeholder influence and collaboration skills
- High ownership, accountability, and attention to detail
