Professional Services Operations Manager

📋 Description

• Lead the forecasting of services and capacity planning to align resource availability with customer needs.

• Enhance resource utilization and optimize margins by identifying opportunities for increased efficiency and profitability.

• Oversee the design and optimization of professional services processes, focusing on standardization and continuous improvement of delivery workflows.

• Ensure visibility of the services pipeline and manage backlog effectively, facilitating proactive planning and prioritization across teams.

• Create and maintain performance reporting for services, including dashboards and KPIs to support data-driven decision-making.

• Handle billing operations and escalations, ensuring accurate and timely invoicing while resolving customer disputes.

• Identify and address risks of revenue leakage throughout the services lifecycle, from booking to billing.

• Manage and enhance professional services systems and tools (e.g., PSA, reporting platforms), ensuring data accuracy and usability.

• Establish operational governance rhythms, such as forecast reviews, utilization tracking, and business reviews.

• Lead cross-functional collaboration to close process gaps and implement sustainable solutions rather than mere recommendations.

• Drive change management and enablement for new processes, tools, and operational initiatives.

• Continuously enhance both customer and internal experiences by minimizing friction in service engagement and delivery.

⛳️ Requirements

• Over 8 years of experience in Professional Services, Operations, or similar fields.

• Strong knowledge of services business models, including utilization, revenue recognition, and margin factors.

• Demonstrated experience in forecasting, capacity planning, and improving operational processes.

• Advanced analytical skills with a background in building models and dashboards, utilizing data to drive decisions.

• Excellent skills in cross-functional collaboration and stakeholder management.

🏝️ Benefits

• A Professional Development Budget

• Dedicated Wellness Days and a Wellness Week

• A Lifestyle Spending Account

• An Employee Recognition Program