Advanced Business Operations Specialist - Service Operations

About the role

The Advanced Business Operations Specialist is an individual contributor who oversees and supports Service back-office activities across Installed Product, Contract Management, ODS, Billing and Cash Management. Reporting to the Service Operations Manager, the role safeguards revenue realization, customer entitlement integrity, trusted operational data and compliance while enabling effective service delivery. It is a hybrid role based in Sydney with regular onsite presence.

Key responsibilities

• Contract Management, ODS and Billing: own end-to-end MSA contract loading and modification, review ODS quotes and concessions, reconcile and control pricing and margins, resolve case billing and entitlement issues, coordinate credit and rebills, and analyse contract and ODS profitability
• Maintain ServiceMax service plans, rate lists and entitlement configuration in line with contract coverage
• Installed Product Management: maintain trusted Installed Product, site, warranty and entitlement data, govern warranty triggers and periods, and resolve data issues and duplicate or inactive records
• BPO Governance: set process governance for BPO teams, monitor SLAs, KPIs, quality and compliance, manage escalations and corrective actions, and support training and development
• Act as the ANZ subject matter expert for Installed Product Management or Contract Management/ODS, mentor specialists and cross-train across the portfolio
• Operational Excellence: act as the focal point for complex escalations and data remediation, partner with Service Delivery, Commercial Operations, Finance, OTR and Quality, and drive continuous improvement

Required profile

• Bachelor degree or equivalent, with experience in Services Operations or a related operational, commercial, data or financial role
• Experience supporting outsourced/BPO teams, process improvement and Lean and/or Six Sigma methods
• Fluency in English

Required skills

• Working knowledge of Installed Product, contracts, entitlements, ODS, billing, warranty or cash processes
• Understanding of service P&L drivers, data quality, KPI/SLA management and process controls
• Experience with Salesforce/ServiceMax is preferred
• Strong analytical, financial and problem-solving skills

What we offer

• Flexible working options and flexible hours
• Competitive salary package
• 5 weeks leave (take 5)
• Generous leave and family policies
• Long-term career opportunities locally and globally
• Employee benefits discounts on goods and services