• 5+ years of hands-on experience in ServiceNow development and implementation.  

• Strong expertise in:  

• Good understanding of CMDB and asset relationship mapping.  

• Experience integrating ServiceNow with enterprise asset and endpoint management tools.  

• Working knowledge of ITSM, CMDB, Discovery, and other ServiceNow modules.  

• Strong scripting skills using JavaScript and Glide APIs.  

• Experience with ServiceNow Flow Designer and Integration Hub.  

• Excellent communication and stakeholder management skills.  

• ServiceNow certifications such as CSA, CAD, CIS-HAM, or CIS-SAM preferred.  

• 3–7 years of software engineering experience with significant hands-on development in Python for production services and workflows. 
   

• Practical, hands-on exposure to LLM/GenAI integration (e.g., AWS Bedrock, Azure AI, OpenAI, Anthropic), including: 

• Prompt and system design for reliability and control. 
   

• Handling structured outputs (JSON schemas, tool calls, function calling). 
   

• Experience implementing agentic or multi-step workflows using orchestration frameworks such as LangGraph, AgentCore, or LangChain. 
   

• Proven ability to design clear tool APIs for agents with well-defined input/output schemas, error handling contracts, and versioning strategies. 
   

• Experience working in a cloud-native AWS/Azure environment, including: 

• Lambda or similar serverless patterns. 
   

• Environment configuration and secrets management. 
   

• Logging, metrics, and basic observability/debugging. 
   

• Familiarity with RAG/retrieval patterns as a consumer, including: 

• Using existing vector/search abstractions. 
   

• Tuning retrieval parameters (top-k, similarity thresholds, filters). 
   

• Understanding tradeoffs in chunking, metadata enrichment, and indexing strategies. 
   

• Strong software engineering fundamentals: version control (Git), testing, code review, CI/CD-friendly patterns, and clean code practices. 
   

• Effective collaboration and communication skills, with the ability to work closely with product, UX, and domain experts to converge on pragmatic, production-ready solutions. 

Additional / Preferred 

• Awareness of security, governance, and responsible AI in an enterprise context, including: 

• RBAC and data access boundaries. 
   

• PII and sensitive data handling. 
   

• Working within established platform guardrails and governance processes. 
   

• Demonstrated experience building on top of an existing platform/SDK (coding standards, templates, reusable components) rather than building custom platforms from scratch. 
   

• Experience integrating GenAI into business workflows or engineering workflows (e.g., SDLC/PDLC automation, internal tools, support workflows, data/analytics workflows). 
   

• Familiarity with MLOps, data platforms, or observability tools used to track quality, performance, and usage of GenAI features. 
   

• Experience working with globally distributed teams, especially collaborating across India–US time zones. 
   

• Evidence of being an early and high adopter of AI tools for your own development workflow (e.g., using code assistants, AI debuggers, documentation generators, or experimentation tools as part of daily practice). 

• Manage Hatch Order Entry Process for Drop Ship Orders  

• Accept and book all customer orders as follows: 

• Flex:  Order entry via Customer Order and verify and track inbound inventory to get received.  

• Custom:  Accept and book customer orders, to include verifying bookable documents are complete and accurate prior to booking 

• Attend regular and recurring cross-departmental meetings to review order status and escalate to individual internal department managers for issue resolution. 

• Assist Account Coordinators in collaborating with Product Engineering department to resolve engineering change request. 

• Ensure data integrity of customer facing data in Signal/Salesforce systems to ensure error-proof data integrity prior to push-out to customer-facing Hatch portal. 

• Perform other related duties as assigned and required by Customer Service Manager. 

• *Other job duties as assigned 

• Work closely with internal sales team as well as vendors and customers to mitigate risk.

• Draft, reviewing and negotiating a variety of contracts, including hardware, software, professional services, subcontractor, non-disclosure, and vendor agreements.

• Lead contract negotiations with sophisticated counter-parties.

• Propose and assist with developing tools to improve contractual processes and documentation.

• Train and manage lawyers.

• Manage outside counsel as assigned and as needed.

• Manage and respond to disputes related to contracts with opposing parties.

• Create and update templates and processes as necessary.

• Assess and minimize sources of risk, with appropriate escalations as necessary.

• Other job duties as assigned.  

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions, in accordance with the Americans with Disabilities Act (ADA), the Family Medical Leave Act (FMLA), and other applicable federal, state, and local laws.  

• Performance of Essential Functions: Ability to safely and effectively perform all essential job functions listed herein while meeting established productivity and quality standards. 

• Attendance: Ability to maintain regular and predictable attendance, consistent with ADA, FMLA, and other applicable requirements. Includes ability to safely and reliability travel to and from an office and/or client work site, as required. 

• Communication Skills: Ability to hear, listen, and communicate clearly while performing job duties.  

Training Development & Delivery: 

• Develop and deliver comprehensive training for new and existing warehouse employees on receiving, shipping, packaging, picking, and inventory management procedures. 

• Train new employees utilizing standard operating procedures (SOPs) to ensure deep understanding of our process quality expectations 

• Maintain and provide updates to Dozuki Documents 

• Identify need and help facilitate creation of new Dozuki Documents 

• Create and manage an employee training matrix which tracks training levels on: Warehouse work instructions, Dozuki documents, one-point lessons, etc. 

• Create standard work for areas of the warehouse on which associates are trained to  

• Create engaging training materials, including presentations, manuals, job aids, and hands-on exercises 

• Conduct classroom training, on-the-job training, and refresher courses 

• Adapt training methods to accommodate different learning styles and skill levels 

• Utilize various training techniques, including demonstrations, simulations, and role-playing 

• Monitor employee performance and provide feedback while escalating opportunities to Management  

• Assist in implementation of 5S, training, and daily audits 

Process Improvement & Standardization: 

• Analyze current warehouse processes and identify areas for improvement 

• Assist in developing and maintaining standard operating procedures (SOPs) for receiving, packaging, shipping, and picking activities. 

• Ensure all employees are trained on and adhering to established SOPs and work Instructions 

• Assist with troubleshooting and root cause identification for receiving, picking, packaging, and shipping errors 

Safety & Compliance 

• Assist forklift train-the-trainers in identifying additional needed safety training, including forklift operation, safe lifting techniques, and hazard awareness 

• Ensure compliance with all safety regulations and company policies 

• Monitor employee performance and provide feedback on safety practices 

WMS & Technology Proficiency 

• Train employees in the effective use of our work management software (WMS) (Signal) 

• Train employees on proper techniques for logging into laptops, Microsoft Office, Microsoft Teams, Jira, and utilizing RF scanners 

• Provide support and troubleshooting assistance for WMS-related issues 

• Help maintain training related warehousing records 

Performance Monitoring & Evaluation 

• Assess the effectiveness of training programs through performance evaluations and feedback 

• Track and report on employee training progress and performance metrics 

• Identify training gaps and develop strategies to address them 

• Maintain training records 

Collaboration & Communication 

• Assist Warehouse Coordinator in expediting communications 

• Train associates on use of Microsoft Teams, Outlook, Jira and any other communication-related tools 

• Collaborate with warehouse management and other departments to identify training needs 

• Communicate effectively with employees at all levels 

• Provide feedback to management on employee performance and training effectiveness 

• Analyze and solve problems or assist other team members in finding solutions 

• Collaborate with other departments, such as account coordinators and production staff, to ensure smooth operations 

• Communicate with departmental stakeholders on vendor issues, material or picking delays, carrier or packaging issues, and inventory discrepancies 

• High school diploma and 2-3 years of experience in a warehouse receiving, picking, packaging, shipping environment 

• Proven track record and ability to manage daily receiving, picking packaging, and/or shipping records 

• Ability to resolve conflicts, meet deadlines, manage production activities and effectively multi-task in a fast-paced environment 

• Ability to read and write English, follow verbal instructions, and use simple math 

• Excellent organizational skills and attention to detail 

• Experience with warehouse management systems (WMS) 

• Strong communication, interpersonal, and problem-solving skills 

• Microsoft Office experience   

• Ability to work independently and as part of a team 

• Excellent written communication skills 

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions, in accordance with the Americans with Disabilities Act (ADA), the Family Medical Leave Act (FMLA), and other applicable federal, state, and local laws.  

• Performance of Essential Functions: Ability to safely and effectively perform all essential job functions listed herein while meeting established productivity and quality standards. 

• Attendance: Ability to maintain regular and predictable attendance, consistent with ADA, FMLA, and other applicable requirements. Includes ability to safely and reliability travel to and from an office and/or client work site, as required. 

• Work Environment: Ability to perform job duties at customer sites or in data center environments which may include: 

• Standing, walking, bending, and lifting or moving equipment weight up to fifty (50) pounds. 

• Working in areas with fluctuating temperatures, including warm and cold environments, both indoors and outdoors.  

• Exposure to production environments that may include higher noise levels, bright lighting, and varying airflow. 

• Manual Dexterity: Ability to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms, as needed. 

• Communication Skills: Ability to hear, listen, and communicate clearly while performing job duties.  

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards. 

• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state, and local standards. 

• While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. 

• Maintain a clean, organized, and well-maintained warehouse environment. 

• Exhibit and maintain strong attention to detail and the ability to follow step-by-step instructions. 

• Ability to adjust and follow instructions in a fast-paced environment. 

• Perform additional tasks as assigned by Supervisors and Manager 

• Program Management: Plan, coordinate, and execute hardware integration projects from concept through deployment, ensuring on-time, on-budget delivery.  

• Technical Coordination: Work closely with systems engineers, solution architects, and field teams to ensure alignment on requirements, integration specifications, and testing procedures.  

• Customer Interface: Act as a key liaison between technical teams and clients, managing expectations, communicating progress, and addressing risks or issues proactively.  

• Cross-Functional Collaboration: Drive coordination among engineering, logistics, procurement, quality assurance, and operations teams throughout the program lifecycle.   

• Vendor Engagement: Partner with OEMs, component suppliers, and service partners to track deliverables, validate configurations, and support issue resolution.  

• Process & Quality Management: Maintain documentation, track program metrics, and ensure compliance with integration standards and quality controls.  

• Continuous Improvement: Contribute to process enhancements and best practices in program management and hardware delivery execution. 

• Marketplace Sales Strategy Development: Drive the marketplace strategy within defined existing accounts, collaborating with internal teams (i.e. Client Directors and Sales Specialists), technical leaders, and partner to identify growth opportunities for key LOB’s and develop comprehensive solutions that integrate partnership offerings across various practice groups. 

• GTM Alignment & Execution: Participate in regular strategy sessions with internal teams to ensure alignment and consistency in go-to-market strategies with your AWS Marketplace. Collaborate to develop and implement GTM plans that align with company objectives and annual goals, ensuring measurable outcomes. 

• KPI Tracking: Monitor and track key sales metrics (revenue, margin, number of offers & active ISVs, incentives) to ensure profitability and growth. 

• Content Creation & Communication: Create and distribute content for internal teams, customers, and partners/OEMs. This includes, but not limited to: Why AHEAD for AWS Marketplace decks, success stories, partner newsletters, tech updates etc. 

• Sales Enablement: Ensure effective enablement of sales and technical teams on both a national and regional level. 

• Data Analysis: Utilize data to create heat maps of territories, identifying opportunities of focus and growth. 

• Strategic Deal Involvement: Play an active role in strategic deals to maximize profitability, focusing on both front-end and back-end incentives (rebates, incentives, etc.). 

• Deal Reporting: Collaborate with operations and procurement teams on top partner deals each quarter, ensuring proper reporting and hygiene to optimize rebates and margins. 

• Sales Support & Partner Liaison: Provide urgent support to sales teams (CDs, COSs, CSAs) when deal or partner assistance is required. Serve as the primary internal liaison for partner-related challenges, escalations, and requests. 

• Marketing Collaboration: Engage with the marketing team to ensure marketing development funds (MDFs) are utilized effectively for GTM strategies, particularly in underdeveloped territories. 

• Program Support: Create and manage marketplace offers through its full lifecycle.  This includes managing relationship with and authorizations from counterparts at partner ISVs, assisting customers in the approval process, and insuring the opportunity is booked properly internally. 

• Coordinate all phases of customer DR exercises, including planning, scheduling, readiness reviews, execution support, and post-exercise follow-up. 

• Serve as the primary coordination point between AHEAD internal technical teams, customer stakeholders, and relevant third parties for all assigned DR exercises.

• Define and manage exercise scope, objectives, timelines, milestones, dependencies, communications, and required deliverables, consistent with the project-management style used in the reference template. 

• Schedule and lead planning meetings, checkpoints, readiness calls, execution bridges, and post-exercise review sessions.

• Track action items, decisions, issues, risks, blockers, and escalations throughout the lifecycle of each exercise. 

• Coordinate with customer application owners and technical teams to confirm prerequisites are complete, including access, documentation, recovery steps, validation contacts, and test scripts where applicable. 

• Ensure all stakeholders understand the exercise schedule, roles, responsibilities, communication paths, and expected outcomes. 

• Facilitate clear and timely status communications before, during, and after DR exercises for both customer and AHEAD leadership/stakeholders. 

• Document exercise results, lessons learned, procedural gaps, remediation items, and ownership assignments; maintain accurate records for future testing cycles. 

• Coordinate updates to DR procedures and supporting documentation and submit changes to the appropriate IT or business owners for review and approval. 

• Maintain a current inventory of in-scope applications, exercise history, and remediation status for assigned customers.

• Partner with Service Delivery, engineering, and account teams to ensure exercises are delivered in alignment with AHEAD standards, processes, and customer commitments.

• Act as a customer advocate by helping drive organized, professional, and effective DR exercise execution. 

• Support continual improvement of DR exercise coordination processes, templates, trackers, and standard operating procedures. 

• Perform other job duties as assigned.Other job duties as assigned.

• Review workload and prioritise inspection activities in line with manufacturing workload. 

• Inspect products in accordance with internal specifications, documented procedures and customer’s defined requirements.  

• Perform routine inspection of electronic sub-assemblies, cable, and hardware assemblies. 

• Document deviations relating to process, product, form, fit and/or function. 

• Ensure all deviations and corrective actions are communicated and accurately recorded regarding how the deviation was identified and the resolution. 

• Support the resolution of minor quality issues before moving product to the next stage. 

• Create product or process standards where gaps in standards are identified, in collaboration with respective departments. 

• Ensure process and product amendments are captured and reflected in controlled documentation. 

• Learn and apply new or custom product standards and ensure compliance with internal processes. 

• Verify that products meet defined standards of quality, durability, and performance. 

• Conduct testing of completed products using appropriate equipment and software.   

• Operate mechanical and electrical test equipment to check apparatus for conformance to standard requirements. 

• Collect, analyse, and present data (e.g. metrics, reports, charts). 

• Maintain internal diagnostics programs in collaboration with other departments. 

• Assist in the training and onboarding of new team members.  

• Contribute to continuous improvement initiatives and team objectives. 

• Carry out any other reasonable duties as required in line with business needs  

• Ability to work both independently and as part of a team.  

• Ability to follow documented quality management systems and procedures. 

• Ability to interpret technical documentation and specifications.  

• Strong attention to detail and a methodical approach to work.  

• Good problem-solving and analytical skills.  

• Effective verbal and written communication skills.  

• Competent in basic data handling and reporting (e.g. spreadsheets, quality metrics).  

• Willingness to learn and adapt to new technologies and processes.  

• Manufacturing/production environment.  

• Use of inspection, testing, and diagnostic equipment.  

• Exposure to mechanical and electrical components.  

• Flexibility in working hours may be required in line with business needs, in compliance with the Working Time Regulations 1998.  

Physical Requirements 

• Ability to carry out the duties of the role with reasonable adjustments where required, in accordance with the Equality Act 2010.  

• Manual handling activities, including lifting items up to approximately 20kg in line with safe working practices and the Manual Handling Operations Regulations 1992.  

• Use of hands for inspection, testing, and equipment operation.  

• Standing and/or sitting for extended periods. 

Health & Safety Responsibilities 

• Comply with all company health and safety policies and procedures.  

• Take reasonable care for personal health and safety and that of others in accordance with Health and Safety at Work etc. Act 1974.  

• Use equipment in line with training and guidance.  

Additional Information 

Applicants must have the legal right to work in the UK at the time of application. Please note that this role does not offer visa sponsorship. Employment is conditional upon satisfactory proof of the right to work in accordance with UK Home Office requirements. 

• Achieve and exceed renewal rate and retention targets  

• Reduce churn and revenue erosion across assigned segments  

• Maintain accurate and predictable renewal forecasting  

• Ensure pipeline hygiene and Salesforce data integrity  

• Improve team productivity, consistency, and execution quality  

• Effectively manage and reduce high-risk renewal exposure  

• Develop and retain high-performing renewal talent 

People Leadership & Team Development 

• Lead, coach, and develop a team of Renewal Specialists and Senior Renewal Specialists 

• Establish clear performance expectations aligned to revenue retention and forecasting goals 

• Conduct performance reviews and provide ongoing coaching and feedback 

• Develop career progression pathways from Renewal Specialist to Senior Renewal Specialist 

• Hire, onboard, and train new team members 

• Manage workload distribution, account assignments, and PTO coverage planning 

• Foster a culture of accountability, collaboration, and continuous improvement 

• Identify skill gaps and implement targeted training and development initiatives 

• Support succession planning and promotable talent development Hire, onboard, and train new team members 

Operational Governance & Execution Excellence 

• Ensure adherence to renewal lifecycle best practices, including proactive engagement timelines (90–120 days pre-expiration) 

• Drive Salesforce data integrity, documentation standards, and forecasting discipline 

• Monitor pipeline health, renewal risk, and execution quality across the team 

• Standardize renewal workflows, quoting practices, and operational processes 

• Ensure pricing, quoting, and contract structures align with company policies and approval frameworks 

• Identify systemic inefficiencies and lead process improvement initiatives 

• Partner with leadership on scalable renewal strategies, tools, and system enhancements 

• Reduce operational errors, missed renewals, and revenue leakage  

Renewal Strategy, Forecasting & Risk Management 

• Own renewal forecasting accuracy and pipeline visibility across assigned segments 

• Lead regular pipeline review cadence with team members and cross-functional stakeholders 

• Identify and proactively mitigate renewal risk, including customer dissatisfaction, competitive threats, or pricing challenges 

• Establish consistent renewal strategy frameworks for high-value and complex accounts 

• Ensure disciplined pipeline validation and alignment with Sales and Customer Success 

• Escalate systemic risks and trends to Director-level leadership with actionable recommendations 

Sales Support & Cross-Functional Leadership 

In this player/coach role, the Renewals Manager supports complex renewals while ensuring alignment and execution across the team. 

• Act as a strategic partner to Sales and Customer Success leadership to align on retention and growth strategies  

• Support complex and high-risk renewal negotiations, including pricing strategy and contract structuring  

• Own high-impact escalations, coordinating resolution across Finance, Procurement, Order Management, Legal, and AR/AP  

• Reinforce pricing discipline, approval processes, and margin protection standards  

• Align stakeholders on renewal timelines, quarter-end readiness, and execution priorities  

• Model best practices in customer communication, negotiation, and risk mitigation  

• Provide transactional support during peak periods while maintaining leadership accountability 

Continuous Improvement & Team Enablement 

• Drive development and adoption of renewal playbooks, tools, and best practices  

• Partner with leadership to enhance renewal strategy, reporting, and analytics capabilities  

• Promote a data-driven approach to renewal planning and execution  

• Ensure team is current on product offerings, pricing models, OEM programs, and industry trends  

• Champion operational excellence and continuous improvement across the renewal function  

• Analyze cloud spend, usage trends, allocation accuracy, anomalies, and optimization opportunities across AWS, Azure, OCI, and/or GCP using native tooling and approved third-party FinOps platforms.

• Identify, quantify, prioritize, and help drive optimization opportunities including rightsizing, idle resource cleanup, storage optimization, licensing alignment, commitment-based savings, and scheduling strategies. 

• Develop financially grounded findings and recommendations that translate technical observations into clear business value for engineering, finance, procurement, and operational stakeholders. 

• Create dashboards, reports, budgets, forecasts, showback and chargeback views, executive summaries, and recurring service review content for internal and customer-facing use. 

• Support cost allocation and tagging activities including governance standards, mapping logic, reporting accuracy, inherited tag strategies, and handling of non-taggable resources. 

• Partner with CloudOps, platform, application, finance, procurement, and client stakeholders to support implementation of recommendations and validate realized outcomes. 

• Support onboarding of new clients, accounts, subscriptions, projects, and billing data sources into approved FinOps tooling, reporting workflows, and governance structures. 

• Perform data validation and reconciliation across billing exports, connectors, cost datasets, and reporting models to improve trust in reported values. 

• Use spreadsheets, reporting tools, scripting, automation, and process standardization to reduce manual effort, improve repeatability, and increase delivery quality and scale. 

• Maintain timely ticket updates, work documentation, meeting follow-ups, and internal or customer communications in accordance with service delivery expectations. 

• Stay current on cloud pricing models, FinOps best practices, and service capabilities while helping refine how the organization delivers cloud cost optimization and advisory services. 

• Provide occasional after-hours support for client meetings, reporting deadlines, change windows, critical incidents, or urgent cost-related issues when required. 

• Other job duties as assigned.