Sr. Services Operations Analyst (Remote Elegible)

<div class="content-intro"><p>For over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we’re creating space– space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that’s magic at work, and it’s what we show up for everyday.</p></div><p>Smartsheet is seeking a Sr. Services Operations Analyst to serve as a senior individual contributor and subject matter expert responsible for the operational health, scalability, and governance of the Professional Services business. This role plays a critical leadership function across Services Operations by owning complex operational domains, driving cross-functional initiatives, and acting as the primary expert for Statement of Work (SOW) creation, redlining, and template governance.</p> <p>The role reports to the Sr. Manager, Services Operations (US).</p> <h3>What You’ll Do</h3> <p>Statement of Work (SOW) Ownership & Governance</p> <ul> <li>Serve as the primary owner and subject matter expert for Professional Services SOWs, including creation, redlining, review, and operational approval</li> <li>Partner with Sales, Legal, Finance, and Professional Services leadership to ensure SOWs are operationally sound, deliverable, and aligned with revenue recognition and delivery standards</li> <li>Identify and mitigate operational, financial, and delivery risk during SOW review, including scope clarity, assumptions, dependencies, milestones, and acceptance criteria</li> <li>Own and maintain SOW templates, content libraries, and standard clauses, ensuring consistency, compliance, and scalability across services offerings</li> <li>Drive continuous improvement of SOW structure, language, and processes to reduce friction, cycle time, and downstream delivery issues</li> <li>Act as an escalation point for complex or non-standard SOWs, including custom delivery models and edge cases</li> </ul> <p>Operational Ownership & Subject Matter Expertise</p> <ul> <li>Serve as a trusted subject matter expert across Professional Services Operations, including PSA tooling, intake, project setup, billing readiness, forecasting, and delivery governance</li> <li>Provide operational leadership and decision support to stakeholders without formal authority</li> <li>Act as an escalation point for complex operational issues impacting services delivery, revenue, or customer outcomes</li> </ul> <p>Cross-Functional Partnership</p> <ul> <li>Partner closely with Sales, Professional Services, Finance, Legal, Resource Management, and Sales Support to operationalize services engagements from deal close through delivery and billing</li> <li>Translate business and contractual requirements into executable operational processes and system configurations</li> <li>Support alignment across teams by proactively identifying dependencies and risks</li> </ul> <p>Operational Excellence & Process Improvement</p> <ul> <li>Own and drive improvements to Services Operations processes, frameworks, and controls to improve efficiency, predictability, and scale</li> <li>Lead enhancements to PSA system usage, data integrity, reporting, and governance</li> <li>Identify opportunities for automation, simplification, and standardization across services workflows</li> </ul> <p>Execution & Delivery Enablement</p> <ul> <li>Perform and oversee c ... (truncated, view full listing at source)