Services Operations Specialist ( Portfolio Companies: Sitecore)

IGT 1 Outsourcing Lanka (Private) Limited, is a Port City registered offshore company owned by three of the largest private equity companies, and a sister company of the largest Sri Lanka technology company, IFS.

We are committed to reinventing company success via offshore growth, expansion, diversity, and an unwavering pursuit of quality. As a leading provider of technology and employee offshore services, we help organizations all over the world navigate the complexities of the modern business environment. Our goal is to provide our customers with an operation that maximize operations, spur growth, allows them to develop and deliver world-class SaaS platforms, and create long-term value.

At IGT1 Lanka we believe that our people are the key to our collective success. We have developed a workplace culture that promotes diversity, teamwork, and ongoing education. We are presently a team of 300+ employees with a plan to double this capacity in the next 12 months.

As such, we are always on the lookout for talented individuals who share our passion for innovation and excellence. Joining IGT1 Lanka means becoming part of a forward-thinking organization that is shaping the future of business within the vibrant new Port City. Together, we can drive change, push boundaries, and build a smarter, more connected world through our offshore operation.

About 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.

As a Services Ops 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.  

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 Pproficiency 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. 

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.