Sr. Services Operations Analyst

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.

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.

The role reports to the Sr. Manager, Services Operations (US).

What You’ll Do

Statement of Work (SOW) Ownership & Governance

• Serve as the primary owner and subject matter expert for Professional Services SOWs, including creation, redlining, review, and operational approval

• Partner with Sales, Legal, Finance, and Professional Services leadership to ensure SOWs are operationally sound, deliverable, and aligned with revenue recognition and delivery standards

• Identify and mitigate operational, financial, and delivery risk during SOW review, including scope clarity, assumptions, dependencies, milestones, and acceptance criteria

• Own and maintain SOW templates, content libraries, and standard clauses, ensuring consistency, compliance, and scalability across services offerings

• Drive continuous improvement of SOW structure, language, and processes to reduce friction, cycle time, and downstream delivery issues

• Act as an escalation point for complex or non-standard SOWs, including custom delivery models and edge cases

Operational Ownership & Subject Matter Expertise

• Serve as a trusted subject matter expert across Professional Services Operations, including PSA tooling, intake, project setup, billing readiness, forecasting, and delivery governance

• Provide operational leadership and decision support to stakeholders without formal authority

• Act as an escalation point for complex operational issues impacting services delivery, revenue, or customer outcomes

Cross-Functional Partnership

• Partner closely with Sales, Professional Services, Finance, Legal, Resource Management, and Sales Support to operationalize services engagements from deal close through delivery and billing

• Translate business and contractual requirements into executable operational processes and system configurations

• Support alignment across teams by proactively identifying dependencies and risks

Operational Excellence & Process Improvement

• Own and drive improvements to Services Operations processes, frameworks, and controls to improve efficiency, predictability, and scale

• Lead enhancements to PSA system usage, data integrity, reporting, and governance

• Identify opportunities for automation, simplification, and standardization across services workflows

Execution & Delivery Enablement

• Perform and oversee complex project setup and operational configuration to ensure engagements align with contractual terms and financial requirements

• Support delivery teams and leadership with troubleshooting project-level issues related to scope, forecasting, resourcing, and billing

• Manage competing priorities and initiatives across stakeholders

Documentation, Standards & Enablement

• Create, maintain, and evolve SOPs, playbooks, and process documentation, including SOW guidance and intake standards

• Establish operational standards and best practices that reduce reliance on tribal knowledge

• Communicate changes clearly and support adoption across global stakeholder groups

What You Bring

• 5+ years of experience in Professional Services Operations, Deal Desk, Business Operations, or a related function

• Extensive experience creating, reviewing, and redlining Statements of Work in a SaaS or Professional Services environment

• Strong understanding of Professional Services delivery models and PSA systems

• Proven ability to independently lead complex operational initiatives

• Demonstrated ability to influence without authority and operate as a trusted advisor

• Strong analytical, process, and problem-solving skills

• Excellent written and verbal communication skills

Perks & Benefits:

• Fully paid Health & Life insurance for full-time employees and family members

• Monthly stipend to support your work and productivity

• Asociacion Solidarista with employee and employer contributions, as well as potential alliances with entities such as universities, gyms, etc.

• 12 days paid Vacation + Flexible Time Away Program

• 20 weeks fully paid Maternity Leave

• 12 weeks fully paid Paternity/Adoption Leave

• Personal paid Volunteer Day to support our community

• Opportunities for professional growth and development, including access to Udemy online courses

• Company Funded Perks, including a counseling membership and your own personal Smartsheet account

• Teleworking options from any registered location in Costa Rica (role-specific).

Get to Know Us:

At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together.

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, and India. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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