Seasoned IDSP Program Operations Coordinator – Customer Solutions Engineering & Professional Services Administration at brighthush

About brighthush

At brighthush, we are on a mission to transform the way enterprises harness technology. Our portfolio spans cloud migration, AI‑powered analytics, and enterprise software integration, all delivered through a robust partnership model that keeps our customers ahead of the curve. We believe that the best solutions are built when people truly believe in what they do, and that’s why our teams are composed of passionate, high‑performing professionals who thrive on collaboration, innovation, and continuous learning.

brighthush is a global leader in professional services, offering end‑to‑end support for complex, multi‑year engagements. Our IBM Dedicated Services Program (IDSP) is a flagship initiative that delivers tailored, high‑impact solutions to enterprise customers across industries. As part of this program, we combine deep technical expertise with meticulous operational discipline to ensure that every engagement is delivered on time, within scope, and on budget.

Position Overview

The IDSP Program Operations Coordinator is a pivotal individual‑contributor role that ensures the smooth execution of our multi‑year engagements. You will be the guardian of contract accuracy, the steward of resource utilization, and the primary liaison between brighthush and our external partners. Your meticulous attention to detail, proactive communication, and sound judgment will keep the program compliant, on schedule, and aligned with our strategic objectives.

Key Responsibilities

Contract & Transaction Order Administration

• Master Statement of Work (MSOW) Stewardship: Maintain deep, up‑to‑date knowledge of the IDSP MSOW and all active amendments. Stay ahead of changes as terms are added, renewed, or modified.
• Transaction Order Lifecycle Management: Track every Transaction Order (TO) from issuance through signature. Follow up directly with signatories to keep the process moving and ensure timely completion.
• TO Log Maintenance: Keep a comprehensive, current log of all TOs, capturing status, effective dates, associated resources, and upcoming renewal or expiration milestones.
• Expiration & Signature Alerts: Flag TOs that are approaching expiration or missing a signature, and initiate corrective actions to prevent disruptions.

Resource Utilization Tracking & PSA Tool Management

• PSA Data Integrity: Own the day‑to‑day accuracy of IDSP engagement records in brighthush’s Professional Services Automation (PSA) tool (Kantata SX). Ensure assignments, hours, and engagement details are correctly captured.
• TO‑Engagement Reconciliation: Reconcile Transaction Orders against their corresponding engagements in the PSA tool to confirm every active TO is properly represented and tracked.
• Utilization Reporting: Monitor resource utilization and prepare regular trend reports for brighthush leadership, flagging discrepancies or variances for follow‑up.
• Stakeholder Reporting: Support accurate, timely reporting on IDSP resource utilization to internal stakeholders, ensuring transparency and data‑driven decision making.

Resource Compliance Tracking

• Compliance Oversight: Track compliance requirements for each resource assigned to IDSP, ensuring all certifications, training, and contractual obligations are met.
• Process Initiation: Initiate the compliance process for newly assigned resources and renewals for those with expiring requirements.
• Record Accuracy: Maintain accurate, current compliance records and provide status visibility to management.

Relationship & Escalation Liaison

• Administrative Point of Contact: Serve as the day‑to‑day administrative hub for IDSP program operations, addressing inquiries, requests, and issues promptly.
• Escalation Management: Route incoming requests, questions, and issues to the appropriate brighthush owner, tracking each through to resolution.
• Service Knowledge: Maintain working knowledge of the services delivered under IDSP and the commitments made by both parties, enabling informed, accurate communication.
• Program Review Support: Assist the Senior Manager, IDSP Project Delivery in preparing for program reviews with current contract, utilization, and compliance status.

Essential Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or a related field, or equivalent professional experience.
• 2–3 years of experience in contract administration, resource or staffing coordination, or business operations—preferably within a professional services or technology organization.
• Advanced proficiency in Excel, including data creation, manipulation, and advanced formula usage.
• Hands‑on experience with a Professional Services Automation (PSA) platform; familiarity with Kantata SX is a plus.
• Experience tracking commercial documents (Statements of Work, Purchase Orders, Transaction Orders, or similar) through review and signature is highly desirable.
• Experience supporting a client‑ or partner‑facing program, account, or contract is a strong advantage.

Preferred Qualifications & Competencies

• Basic understanding of contract administration concepts, including Statements of Work, amendments, and purchase or transaction orders.
• Working knowledge of resource utilization and billing mechanics under fixed‑fee, named‑resource, or time‑and‑materials engagement models.
• Strong organizational skills with the ability to manage multiple recurring tracking and reporting cycles simultaneously.
• Clear, professional written and verbal communication skills, including experience communicating with external partner contacts.
• Sound judgment regarding when to resolve an issue directly versus escalating it to the appropriate owner.
• Comfortable working within defined processes and holding both internal teams and external partners accountable to them.
• Proactive communication with Customer Solutions Engineering PMO management on contract, utilization, and compliance status.
• Professional, consistent communication with designated points of contact on routine administrative matters.
• Ability to provide timely status updates on Transaction Orders, compliance items, and utilization trends to relevant stakeholders.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone to greater impact. As an IDSP Program Operations Coordinator, you will:

• Gain deep exposure to enterprise‑scale professional services delivery, positioning you for future roles in Program Management, Operations Leadership, or Consulting.
• Participate in cross‑functional projects that span technology, finance, and client success, broadening your skill set and network.
• Access continuous learning resources, including industry certifications, internal knowledge bases, and mentorship programs.
• Leverage AI‑powered tools to streamline processes, enhance decision‑making, and drive measurable business outcomes.
• Contribute to brighthush’s culture of innovation by proposing process improvements and championing best practices.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and high‑energy work environment. Our culture is built on:

• Inclusive Excellence: We celebrate diverse perspectives and empower every team member to bring their authentic self to work.
• Continuous Learning: From AI workshops to industry conferences, we invest in your professional growth.
• Agile Collaboration: Cross‑functional teams work in short sprints, ensuring rapid delivery and adaptability.
• Work‑Life Balance: Flexible work arrangements, remote options, and generous time‑off policies support your well‑being.
• Recognition & Rewards: We celebrate achievements through peer recognition, performance bonuses, and equity opportunities.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to program success and individual contributions.
• Equity options to share in brighthush’s growth.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development stipend and access to industry certifications.
• Wellness programs, including mental health resources and on‑site fitness options.

Commitment to Diversity, Inclusion & Equity

brighthush is proud to be an equal‑opportunity employer. We celebrate diversity in all its forms and are committed to creating an inclusive workplace where every individual can thrive. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We also comply with all fair employment practices regarding citizenship and immigration status.

Information Security & Responsible AI

Information security is a shared responsibility at brighthush. All employees are expected to protect company information and IT resources in accordance with their roles. We also champion the responsible use of AI, encouraging team members to leverage AI‑powered tools to enhance efficiency, improve decision‑making, and deliver greater impact—while adhering to ethical guidelines and data privacy standards.

Accessibility & Accommodations

brighthush is committed to providing reasonable accommodations to individuals with physical or mental disabilities. If you need special assistance or an accommodation while applying, please contact us at [email protected] or call 781‑577‑4321. We will evaluate each request on a case‑by‑case basis to ensure a fair and inclusive hiring process.

Ready to Join brighthush?

Do you thrive in a fast‑paced, data‑driven environment? Are you passionate about ensuring operational excellence in complex, multi‑year engagements? If so, we want you on our team. Bring your expertise, curiosity, and commitment to excellence, and help us empower enterprises to achieve their most ambitious goals.

Apply today and become a key player in brighthush’s journey to redefine enterprise technology services.