Manager - Business Operations

About Us
Since 1989, SHI International Corp. has helped organizations change the world through technology. We've grown every year since, and today we're proud to be a $15 billion global provider of IT solutions and services.
Over 17,000 Organizations Worldwide Rely On SHI's Concierge Approach To Help Them Solve What's Next. But The Heartbeat Of SHI Is Our Employees – All 6,000 Of Them. If You Join Our Team, You'll Enjoy

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
• Continuous professional growth and leadership opportunities.
• Health, wellness, and financial benefits to offer peace of mind to you and your family.
• World-class facilities and the technology you need to thrive – in our offices or yours.

Job Summary
The Manager - Business Operations will serve as the strategic and operational owner of the deal governance process for Spend Optimization Services (SOS). This role ensures that all deals are structured to maximize profitability, mitigate risk, and align with organizational objectives. The Manager - Business Operations will direct pricing strategies, implement enhancements to the current Configuration Price Quote (CPQ) system, automate workflows within Customer Relationship Management (CRM) and Project Management systems and acts as a central liaison across sales, finance, legal, procurement, and delivery teams to expedite deal cycles while maintaining compliance and financial integrity.

Additionally, the Manager - Business Operations will be accountable for the development, implementation and maintenance of the Deal Desk function, including related policies and processes and systems automation. The role includes management responsibilities for a team direct reports. The Manager - Business Operations reports directly to the Senior Manager of SOS Business Management Office.

Role Description
Deal Governance & Structuring

• Own the end-to-end deal desk process for SOS engagements, including pricing strategy, approvals, and contract compliance.
• Develop and enforce standardized frameworks for deal evaluation, ensuring alignment with margin targets and risk thresholds.
• Partner with finance and legal teams to validate commercial terms, billing structures, and contractual obligations.
• Maintain Governance over SOW templates and automated approval workflows to reduce manual revisions and ensure consistency across engagements.
• Ensure that Statements of Work and contractual terms are accurately reflected in CPQ pricing models and quote configuration.
• Monitor KPIs such as gross margin, deal velocity, approvals turnaround times, and cost allocation to identify improvement opportunities.

Cross-Functional Collaboration

• Act as the central liaison between sales, delivery, and operations teams to streamline approvals and accelerate time-to-close.
• Provide guidance to Account Executives and Solution Architects on structuring complex deals involving multi-cloud environments, SaaS licensing, and managed services.

Pricing Strategy

• Support the design and maintenance of pricing models.
• Develop and automate pricing calculator.
• Lead pricing review for complex, non-standard offers with senior leadership to seek approval.
• Assist go-to-market initiatives on pricing models for new SOS offerings.

Systems

• Lead the continuous optimization of the CPQ Tool.
• Collaborate with Sales and Product teams to incorporate new solution offerings and pricing requirements into the CPQ System.
• Administer and enhance the Deal Approval Matrix within the CPQ Tool.
• Oversee integration of CPQ tool with CRM and PSA systems, ensuring a seamless transition from quoting to contracting to project set-up, to reduce manual efforts.

Risk Management & Compliance

• Ensure all deals adhere to internal governance policies, regulatory requirements, and vendor contractual terms.
• Identify and mitigate risks related to revenue recognition, billing disputes, and compliance with MSP or other vendor licensing agreements.

Enablement & Continuous Improvement

• Develop playbooks, pricing calculators, and training materials for sales and delivery teams.
• Drive automation and process improvements within the deal desk function to reduce cycle times, enhance accuracy and increase scalability.
• Gather insights from cross functional teams on areas for improvement and enhancements of current deal desk process.
• Stay current on industry trends in ITAM and FinOps to refine deal strategies and maintain competitive advantage.

Behaviors and Competencies

• Adaptability: Can lead others through change, help teams adapt to new directions, and create a culture open to change.
• Analytical Thinking: Can use advanced analytical techniques to solve complex problems, draw insights, and communicate the solutions effectively.
• Business Acumen: Can develop and execute business plans to drive growth and profitability.
• Change Management: Can manage major changes in organizational processes or policies, can facilitate change management processes among others, can mentor others in effective change management, and can adapt change management style based on the situation and the organization's needs.
• Collaboration: Can take ownership of team initiatives, foster a collaborative environment, and ensure that all team members feel valued and heard.
• Communication: Can effectively communicate complex ideas and information to diverse audiences, facilitate effective communication between others, and mentor others in effective communication.
• Continuous Improvement: Can identify major areas for improvement, implement major changes, and support others in their continuous improvement efforts.
• Decision-Making: Can facilitate group decision-making processes, build consensus, and commit to a course of action even in the face of uncertainty.
• Leadership: Can take ownership of complex team initiatives, collaborate with others in decision-making processes, and drive team performance.
• Strategic Thinking: Can analyze complex situations, anticipate future trends, and align and integrate strategies across departments or functions.

Skill Level Requirements

• Understanding of business operations and strategy: Comprehension of the inner workings of a company, including its market positioning, competitive dynamics, and operational processes. - Expert
• Proficiency in project management: Ability to oversee and direct projects to completion, ensuring goals are met and resources are utilized efficiently. - Expert
• Data Analysis: Ability to examine, clean, transform, and model data to discover useful information and support decision-making. - Expert
• Experience using Microsoft Excel: Experience in utilizing Microsoft Excel for data analysis, including the use of formulas, functions, pivot tables, and data visualization tools. - Expert
• Proficiency in stakeholder management: Ability to effectively manage and align stakeholders to achieve business objectives. - Expert

Other Requirements

• Bachelor's degree in Finance, Business Administration, or related field; MBA preferred.
• 7+ years in deal desk, commercial operations, or financial governance roles within IT services or cloud environments.
• Hands-on experience with CPQ systems implementations and workflows integrations with CRM.
• Strong understanding of ITAM frameworks (ISO and FinOps principles (FinOps Foundation standards).
• Experience in ITAM, SAM, FinOps or enterprise sales environment is preferable.
• Familiarity with SaaS licensing models, cloud billing structures, and cost optimization tools (e.g., Flexera, ServiceNow).

The estimated annual pay range for this position is $140,000 - $160,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status