Professional Services Operations Manager

Operational Leadership:

• Lead services forecasting and capacity planning to align resource supply with customer demand.
• Drive resource utilization and margin optimization, identifying opportunities to improve efficiency and profitability.
• Own professional services process design and optimization, including standardization and continuous improvement of delivery workflows.

Data & Reporting:

• Establish services pipeline visibility and backlog management, ensuring proactive planning and prioritization across teams.
• Develop and maintain services performance reporting, including dashboards and KPIs to support data-driven decision-making.
• Identify and mitigate revenue leakage risks across the services lifecycle.

Systems & Governance:

• Own and optimize PS systems and tools (e.g., PSA, reporting platforms), ensuring data accuracy and usability.
• Establish operational governance rhythms (e.g., forecast reviews, utilization tracking, business reviews).
• Lead cross-functional alignment to close process gaps and drive durable solutions.

Change & Culture:

• Drive change management and enablement for new processes, tools, and operational initiatives.
• Continuously improve customer and internal experience by reducing friction in services engagement and delivery.
• Champion transparency, curiosity, and respect as core values in all operational efforts.