International Onboarding Specialist

International Onboarding Specialist About the role

The International Onboarding Specialist ensures that international customer engagements are onboarded efficiently, consistently, and with strong operational governance—enabling scalable growth, controlled risk, and high-quality service delivery across regions.

The role partners closely with Sales, Service Design, Transition, and global delivery teams to ensure customer requirements are met while aligning standard service offerings, risk controls, and cost-to-serve expectations.

• Act as thesingle point of ownership for international onboarding activities related to new Tech Sourcing opportunities.
• Own and maintain the international onboarding framework, including processes, tools, and governance across pre‑sales, onboarding, transition.
• Advise Sales teams & ISP’s during the business intake and onboarding process on delivery capability, service models, and solution options with service design and transition if applicable (SD&T).
• Assess customer requirements against standard Global Tech Sourcing services, identifying
  non‑standard requests, risks, and operational or financial impacts.
• Review and approve service and transition design documentation where documentation does not exist, design and document fit‑for‑purpose operational solutions.
• Develop and maintain supporting documentation (e.g., how-to guides and customer-specific process instructions) in partnership with Service Design & Transition (SD&T) to enable consistent execution by global delivery teams.
• Proactively recommend innovative, efficient, and scalable solutions that improve productivity and leverage available tooling, service provider capabilities, and internal policies.
• Support the onboarding across US/CA, particularly for service extensions or where a dedicated SD&T is not assigned.
• Lead and coordinate cross‑functional, geographically dispersed teamsto achieve successful onboarding outcomes.
• Build and maintain strong working relationships with international stakeholders, including Business Enablement, Service Design, Transition, and Delivery teams.
• Partner with Global Tech Sourcing and regional teams to ensure awareness of upcoming opportunities, confirm resource readiness, and support successful delivery planning.
• Promote an automation‑first and digital‑enablement mindset across onboarding and service delivery activities.
• Contribute to continuous improvement initiatives that enhance onboarding efficiency, service quality, and customer experience.
• Provide operational guidance and oversight for complex Tech Sourcing engagements, often involving integrated Professional Services.
• Support the development and execution ofservice improvement plansand the continued evolution of international services.
• Develop and maintain a strong understanding of the organization’sinternational delivery capabilities, including global service providers and solution offerings.
• Clearly articulate international service capabilities to internal teams and stakeholders to support confident and informed decision‑making.

• Legally eligible to work in the United States.
• Bachelor’s degree in business, Operations, Supply Chain, Information Technology, Service Management, or a related field preferred (or equivalent practical experience).
• Strong proficiency with Microsoft Office applications; experience using Salesforce and SAP, workflow/ticketing tools (e.g., Service Now/NGSD), and IBS onboarding tools (e.g., International Qualification Form, Order Status Tool, International Intercompany Tool, and International Model Margin Illustrator) while maintaining onboarding artefacts (process maps, runbooks, how-to guides, checklists, and reporting) in partnership with Service Design & Transition (SD&T) is preferred.
• Stakeholder management and influence across Sales, Service Design & Transition (SD&T), Business Enablement, and global delivery; confident facilitation and escalation.
• End-to-end onboarding/transition leadership, including planning, prioritization, governance cadence, and readiness gate management.
• Commercial acumen to evaluate solution trade-offs and cost-to-serve impacts, protecting margin and scalability.
• Clear documentation and operational handover skills (process maps, runbooks, how-to guides) with tooling fluency (Salesforce, SAP, Service Now/NGSD and IBS onboarding tools).
• Data‑literate and improvement‑focused; defines/tracks onboarding KPIs and drives standardization, simplification, and automation where possible.