Continuity Operations Leader – Global Services
About The Position
The Continuity Operations Leader – Global Services is responsible for end-to-end operational management of upstream Continuity processes, ensuring accurate eligibility definition, entitlement execution, upgrade readiness, and performance visibility across regions and SBUs. This role operates as a global point of coordination and problem-solving, partnering with SBUs, regions, Digital/Cyber teams, and Global Services stakeholders to ensure Continuity offerings are operationally scalable, data-accurate, and execution-ready. The role focuses on process execution, standardization, automation enablement, and operational rigor, rather than downstream delivery.
Responsibilities
- Maintain and continuously enhance the global Continuity-eligible product list by partnering with SBU SGDs and LSDs
- Ensure eligibility definitions are accurate, current, and aligned with approved upgrade programs and commercial intent
- Act as the global owner for upstream Continuity eligibility inputs and governance
- Ensure Continuity entitlements are correctly configured and loaded across CRM systems
- Serve as the global point of contact for regional Continuity entitlement questions, feedback, and issue resolution
- Perform structured problem-solving on entitlement issues and provide remediation guidance to regional owners
- Drive process standardization and automation opportunities at the appropriate time (e.g., Apttus MSA, SMAX transitions)
- Support SBUs and regions in DDP development for Continuity upgrade programs
- Own and coordinate Effectivity List creation, validation, and release
- Drive Effectivity List automation leveraging Service Suite data and Power BI reporting
- Ensure upstream readiness inputs are complete prior to program launch
- Build and sustain Continuity reporting capabilities for operational and program performance tracking
- Produce manual reports as needed to support leadership reviews and issue resolution
- Partner with analytics and digital teams to improve reporting automation and scalability
- Operationalize OS patching and OSV execution as part of Continuity coverage
- Partner with Cyber and delivery teams to align scope, process, and readiness
- Ensure OS-related Continuity activities are governed and execution-ready
- Support quarterly global Continuity communications and newsletters
- Ensure consistent messaging on Continuity processes and operational updates
- Act as a connector across SBUs, regions, and Global Services stakeholders
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
