• Serve as the primary owner and subject matter expert for Professional Services SOWs, including creation, redlining, review, and operational approval • Partner with Sales, Legal, Finance, and Professional Services leadership to ensure SOWs are operationally sound, deliverable, and aligned with revenue recognition and delivery standards • Identify and mitigate operational, financial, and delivery risk during SOW review, including scope clarity, assumptions, dependencies, milestones, and acceptance criteria • Own and maintain SOW templates, content libraries, and standard clauses, ensuring consistency, compliance, and scalability across services offerings • Drive continuous improvement of SOW structure, language, and processes to reduce friction, cycle time, and downstream delivery issues • Act as an escalation point for complex or non-standard SOWs, including custom delivery models and edge cases • Serve as a trusted subject matter expert across Professional Services Operations, including PSA tooling, intake, project setup, billing readiness, forecasting, and delivery governance • Provide operational leadership and decision support to stakeholders without formal authority • Act as an escalation point for complex operational issues impacting services delivery, revenue, or customer outcomes • Partner closely with Sales, Professional Services, Finance, Legal, Resource Management, and Sales Support to operationalize services engagements from deal close through delivery and billing • Translate business and contractual requirements into executable operational processes and system configurations • Support alignment across teams by proactively identifying dependencies and risks • Own and drive improvements to Services Operations processes, frameworks, and controls to improve efficiency, predictability, and scale • Lead enhancements to PSA system usage, data integrity, reporting, and governance • Identify opportunities for automation, simplification, and standardization across services workflows • Perform and oversee complex project setup and operational configuration to ensure engagements align with contractual terms and financial requirements • Support delivery teams and leadership with troubleshooting project-level issues related to scope, forecasting, resourcing, and billing • Manage competing priorities and initiatives across stakeholders • Create, maintain, and evolve SOPs, playbooks, and process documentation, including SOW guidance and intake standards • Establish operational standards and best practices that reduce reliance on tribal knowledge • Communicate changes clearly and support adoption across global stakeholder groups