Sr Lifecycle Services Operations Manager

Job Summary and Purpose

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 Sales Specialists, Account Managers, Renewals Managers, Solution Architects, Finance, Cisco and other OEM partners, data and BI teams, and extended operations resources. The role translates business and client needs into accurate EA data, actionable analytics, client-ready QBR materials, and scalable workflows. It prepares and supports high-touch QBRs with the account team while maintaining clear operational ownership and knowledge continuity.

Key Responsibilities

EA Lifecycle Process Ownership and Governance

• Own and continuously improve the operational framework for client EA lifecycle management, supporting the process from onboarding and adoption through QBRs, renewal milestones, and True Forward / True-up coordination.

• Consolidate existing EA trackers into a single authoritative, process-triggering tracker with clear account ownership, milestones, due dates, status, data sources, exceptions, and escalation paths.

• Establish a proactive review cadence and closed-loop action management process; record decisions and actions from QBRs and review meetings, confirm owners and due dates, monitor completion, and escalate overdue or blocked items.

• Maintain client-specific EA management plans, including relevant CX EA differences and LCI / adoption activities where applicable, in coordination with account and lifecycle stakeholders.

• Document operating procedures, controls, roles, and handoffs; identify process gaps and ensure updates are communicated to internal teams and extended support resources.

EA Analytics, QBRs, and Client Value

• Develop and maintain EA analytics that show license position, usage, over- or under-utilization, adoption activity, and potential True Forward / True-up exposure, applying the applicable contract terms, not-to-exceed pricing, and EA program rules.

• Coordinate approved Cisco data sourcing and refresh processes, including API or download options, and partner with data, BI, and technology teams to improve data quality and repeatability.

• Create client-ready QBR materials that connect EA position, adoption, risks, opportunities, and recommended actions to client value and business outcomes.

• Prepare for and participate in high-touch client QBRs with the account team; support a scalable approach to QBR content for longtail clients as processes and automation mature.

• Coordinate QBR follow-up with account stakeholders and maintain visibility of agreed actions through completion.

EA Data, Tools, and Knowledge Continuity

• Maintain accurate EA records and reconcile key information across the EA tracker, approved Cisco sources, CRM, and related reporting systems; investigate and route discrepancies to the appropriate data owner.

• Define business requirements for tracker consolidation, data integrations, and workflow automation; coordinate with Enterprise Technology and other system owners on design, testing, and adoption.

• Document Cisco EA licensing and operational procedures, including relevant onboarding, adoption, renewal, and True Forward / True-up workflows, and build repeatable knowledge-transfer materials with subject-matter experts.

• Track and report operational measures such as EA record completeness, milestone readiness, QBR preparation, action-item closure, data exceptions, and renewal visibility; use the results to prioritize improvements.

Client and Cross-Functional Partnership

• Coordinate with Sales Specialists, Account Managers, Renewals Managers, Solution Architects, Finance, Cisco, other OEMs, and extended operations resources to ensure clear ownership, accurate information, and timely follow-through.

• Support EA onboarding and ongoing management by coordinating operational readiness, client information, adoption activities, review preparation, and escalation of issues to the appropriate account or delivery owner.

• Communicate complex EA data and process findings clearly to internal teams and clients, adjusting the level of detail to the audience and partnering with the account team on client-facing recommendations.

Secondary GDTamp and Lifecycle Services Support

• Provide selected secondary support to GDTamp-related work that intersects with EA data, QBR analytics, lifecycle reporting, or client asset visibility, coordinating with the primary GDTamp owner.

• Contribute EA-related data and requirements to GDTamp and other Lifecycle Services initiatives when they improve client visibility or the quality of EA management; primary ownership of GDTamp platform operations remains with its designated owner.

Operational Excellence and Continuous Improvement

• Identify opportunities to improve process control, data quality, automation, client experience, and scalability across EA Lifecycle Management including true forwards and true-ups.

• Lead or support cross-functional improvements and special projects related to EA lifecycle operations, using documented requirements, stakeholder feedback, and operational evidence to guide changes.

• Maintain a high standard of ownership, responsiveness, judgment, confidentiality, and follow-through in a fast-paced, customer-focused environment.

Knowledge, Skills, and Abilities

• Strong understanding of Enterprise Agreements, enterprise software licensing, subscriptions, renewals, client adoption, and lifecycle operations; Cisco EA experience is required.

• Ability to interpret EA program rules and contract terms, including license usage, over/under position, renewal milestones, and True Forward / True-up concepts; willingness to learn GDT and Cisco-specific processes.

• Experience building or interpreting operational analytics, client reporting, and executive-ready presentations; Power BI, advanced Excel, and SQL proficiency preferred.

• Experience with workflow trackers and operational systems such as Smartsheet, CRM platforms, SAP, Microsoft Teams, Cisco data sources, or similar tools.

• Strong process-management, project-management, documentation, change-management, and continuous-improvement skills.

• Ability to translate business and client needs into process requirements, data definitions, tracker logic, reporting, and automation requirements.

• Strong analytical judgment, attention to detail, and ability to investigate data discrepancies and explain findings clearly.

• Strong written, verbal, and presentation skills, including the ability to prepare and support client-facing QBR discussions with account teams.

• Ability to lead through influence and coordinate across Sales, Lifecycle Services, Renewals, Finance, Solution Architecture, Enterprise Technology, Cisco, and extended operations teams.

• Self-motivated, adaptable, organized, and able to manage multiple priorities while maintaining reliable follow-through.

Certifications

PMP, ITIL, Lean / Six Sigma, Agile, change-management, data-management, or comparable operational certifications and experience 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, customer success, or a related client-facing IT services environment.

• Experience managing cross-functional operational programs or complex customer lifecycle processes from onboarding through adoption, review, and renewal milestones.

• Experience analyzing enterprise software or license data, building operational reporting, and translating findings into clear recommendations for account teams or clients.

• Experience designing or improving trackers, controls, SOPs, workflow automation, or data-quality processes across multiple stakeholder groups.

• Experience with Cisco Enterprise Agreements, True Forward / True-up processes, Cisco data sources, or comparable enterprise licensing programs preferred.

• Experience with Power BI, Excel, SQL, CRM platforms, Smartsheet or similar workflow tools, and enterprise data systems such as SAP preferred.