[Hiring] Senior Lifecycle Services Operations Manager @GDT - General Datatech

Role Description

The Sr. Lifecycle Services Operations Manager is responsible for the operational ownership, governance, analytics, and continuous improvement of GDT’s client Enterprise Agreement (EA) lifecycle processes. The role establishes a proactive, repeatable management cadence from EA onboarding through adoption, QBRs, renewal visibility, and True Forward / True-up support, ensuring that key milestones, client-specific activities, and commitments are tracked and followed through.

Working as a key operational partner to the Director of Operations, the role collaborates with various teams and translates business and client needs into accurate EA data, actionable analytics, client-ready QBR materials, and scalable workflows.

Key Responsibilities

• EA Lifecycle Process Ownership and Governance
  • Own and continuously improve the operational framework for client EA lifecycle management.
  • Consolidate existing EA trackers into a single authoritative tracker.
  • Establish a proactive review cadence and closed-loop action management process.
  • Maintain client-specific EA management plans.
  • Document operating procedures, controls, roles, and handoffs.
• EA Analytics, QBRs, and Client Value
  • Develop and maintain EA analytics showing license position, usage, and adoption activity.
  • Coordinate approved Cisco data sourcing and refresh processes.
  • Create client-ready QBR materials connecting EA position to client value.
  • Prepare for and participate in high-touch client QBRs.
  • Coordinate QBR follow-up with account stakeholders.
• EA Data, Tools, and Knowledge Continuity
  • Maintain accurate EA records and reconcile key information.
  • Define business requirements for tracker consolidation and workflow automation.
  • Document Cisco EA licensing and operational procedures.
  • Track and report operational measures.
• Client and Cross-Functional Partnership
  • Coordinate with various teams to ensure clear ownership and timely follow-through.
  • Support EA onboarding and ongoing management.
  • Communicate complex EA data and process findings clearly.
• Secondary GDTamp and Lifecycle Services Support
  • Provide selected secondary support to GDTamp-related work.
  • Contribute EA-related data and requirements to GDTamp and other initiatives.
• Operational Excellence and Continuous Improvement
  • Identify opportunities to improve process control and scalability.
  • Lead or support cross-functional improvements and special projects.
  • Maintain a high standard of ownership and follow-through.

Qualifications

• Strong understanding of Enterprise Agreements, enterprise software licensing, subscriptions, renewals, client adoption, and lifecycle operations.
• Ability to interpret EA program rules and contract terms.
• Experience building or interpreting operational analytics and client reporting.
• Experience with workflow trackers and operational systems.
• Strong process-management and project-management skills.
• Ability to translate business and client needs into process requirements.
• Strong analytical judgment and attention to detail.
• Strong written, verbal, and presentation skills.
• Ability to lead through influence and coordinate across teams.
• Self-motivated, adaptable, organized, and able to manage multiple priorities.

Requirements

• PMP, ITIL, Lean / Six Sigma, Agile, change-management, data-management, or comparable operational certifications preferred.
• Cisco certifications or training related to software, Enterprise Agreements, licensing, renewals, or adoption are helpful.

Education

• Bachelor’s degree in business, information technology, computer science, operations, or a related field preferred; equivalent relevant experience may be considered.

Experience

• 7+ years of experience in Enterprise Agreement, software/subscription lifecycle, technology services operations, renewals, or customer success.
• Experience managing cross-functional operational programs or complex customer lifecycle processes.
• Experience analyzing enterprise software or license data and building operational reporting.
• Experience designing or improving trackers, controls, SOPs, or data-quality processes.
• Experience with Cisco Enterprise Agreements and True Forward / True-up processes preferred.
• Experience with Power BI, Excel, SQL, CRM platforms, Smartsheet, or similar tools preferred.