Company Description

IGT1 Lanka is a rapidly growing offshore technology and talent solutions company based in Port City Colombo. We are a fully owned subsidiary of IGT I Holdings Sweden AB, funded by the three of world’s leading private equity firms; EQT Group, Hg, and TA Associates. We’re also proud to be a sister company of IFS, Sri Lanka’s largest and most established technology company.

At IGT1 Lanka, we partner with global businesses to scale operations, accelerate innovation, and build world-class SaaS platforms through high-quality offshore delivery. Our people-first culture champions diversity, teamwork, and continuous learning, creating an environment where talent thrives.

With a team of over 300 professionals and counting, we are always looking for passionate, skilled individuals who want to make a global impact while being part of something extraordinary.

Through our offshore collaboration model, you'll be embedded within the team of one of our esteemed international clients, contributing directly to high-impact, enterprise-level initiatives.

About the client: Sitecore

Sitecore delivers a composable digital experience platform that empowers the world’s smartest and largest brands to build lifelong relationships with their customers. A highly decorated industry leader, Sitecore is the leading company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Thousands of blue-chip companies including American Express, Porsche, Starbucks, L’Oréal, and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers.

Job Description

As a Services Operations Specialist, you will be an impactful individual contributor, leveraging your knowledge and experience of services teams’ operations to identify areas for improvement in our Services team, coordinate the changes needed, and monitor their implementation and impact. You will be comfortable dealing with large and complex data sets to perform data analysis for reporting purposes and to extract insights from the data about the team’s operations.

What You’ll Do:

• Lead and Collaborate: Partner with other stakeholders in the Services team to understand the friction points in their day-to-day work and help eliminate them. Develop a deep understanding of how the Services team works so that you can apply that knowledge when looking at Services related data.
• Strategize and Execute: Develop long term plans to improve the processes and tooling the Services team uses to work efficiently. Create slideware and documentation that can be shared with the Services team and other parts of the organization to help explain proposed changes and generate feedback. Lead meetings with stakeholders to discuss proposed changes.
• Enable and Support: develop and maintain process documentation and enablement material for the Services team and other parts of the organization to effectively communicate what the Services team has to offer and how we execute.
• Oversee: Manage resources and deliverables, taking personal responsibility for ensuring processes are being executed as designed by analyzing large sets of data in tools such as PowerBI, Salesforce and Excel.

Qualifications

• Minimum of 3 years as a Services Operations Specialist or similar, with knowledge of the workings of a SaaS Services team.
• Demonstrated ability to perform data analysis using Salesforce, PowerBI or similar tools, and can demonstrate strong technical capabilities with large data sets and data manipulation (SQL, XPath or other data query languages).
• Ability to manage requests and requirements from several different stakeholders simultaneously and determine optimal solutions based on that input.
• Excellent communication skills and Proficiency in navigating internal stakeholders, including finance, legal, sales operations, and post-sales support.
• Time management skills to be able to accurately estimate your tasks, set priorities, manage dependencies and keep line manager and stakeholders informed of progress.
• Strong knowledge of PowerPoint and Excel.