Services Operations Manager

The Services Operations Manager will be part of a global Professional Services team. This role is responsible for the operations of SparkCognition Services worldwide working for Services Operations located in the US. This is a key, busy and cross-functional role working closely with clients, sales, consultants, and the finance and legal teams to ensure successful delivery of services. This role is responsible for project staffing and resource scheduling on a broad range of consulting engagements. In addition, this role focuses on developing and implementing best practices and initiatives for our growing Services team. This role will report to the Senior Services Operations Manager in the US.

You Will:

Delivery

• Work closely with Sales and Services to negotiate Statements of Work to signature
• Lead staff process to schedule consultant teams across engagements
• Work closely with the Services Directors and Engagement Managers, become their trusted partner, and track customer delivery
• Interact closely and in a timely and professional manner with SparkCognition clients to ensure the successful delivery of services purchased and ensure proper billing/invoicing with Finance
• Pro-actively manage the backlog of consulting engagements and anticipate services changes such as renewals or expansions

Services Operations

• Ensure weekly and monthly time tracking submissions and approvals meet deadlines
• Support the onboarding and offboarding of new hires and contractors
• Develop, implement, document and enforce best practices that can continually enhance SparkCognition Services
• Drive awareness and compliance of all company and team policies
• Track and forecast team utilization targets
• Support Services Directors and Engagement Managers to track all consulting engagements across time and to budget
• Track overall Services organization P&L against agreed upon KPIs

You’ll Have:

• A Bachelor's degree is required
• Proven track record of managing operations for fast growing Services teams in the Tech Industry
• Exceptional verbal and written communication are required
• Must be proactive and a self-starter with a willingness to learn on the job
• Must be able to multi-task and adapt to last minute changes
• Passion for driving scale, operational excellence and efficiencies
• Ability to prioritize, highlight risk and escalate as appropriate
• Ability to establish credibility with business owners from around the organization and to create strong partnerships with other teams
• Flexible in approach with a positive attitude
• Previous experience in customer success roles or consulting is a plus
• Skilled in project management/financial systems as well as Microsoft Office; Smartsheet is preferred
• Overlap with the US workday is required