Sr Lifecycle Services Operations Manager

## Sr Lifecycle Services Operations Manager Apply:
Remote-North Carolina:
Full time:
Posted Today:
R-101926

Join GDT and be part of a dynamic team where innovation meets excellence! At GDT, our employees are the cornerstone of our success. GDT offers a people-first culture focused on inclusivity, growth, and innovation. Employees have access to career development opportunities, cutting-edge technology, and a collaborative environment. Employees are empowered to make a meaningful impact and are recognized for their contributions.

As a global IT services company, we prioritize attracting, empowering, and retaining top-tier talent dedicated to delivering exceptional results.
** 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 Q  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 Q  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 Q  content for longtail clients as processes and automation mature.
• Coordinate Q  follow-up with account stakeholders and maintain visibility of agreed actions through completion.
** EA Data, Tools,…