Senior Director, Service Operations ServiceSource
Sr Director, Services Operations
The Sr. Director of Services Operations is responsible for developing, deploying and managing the infrastructure and processes required to support the Global Professional Services & Global Education teams. The Sr. Director will ensure that the worldwide service business is operating according to plan and a pre-defined set of core business processes.
The Sr. Director will work with the Value Added Cloud Services senior management team to establish the critical policies and procedures of the professional services organization. Key processes managed by the operations department will include:
Pipeline, Backlog, and Revenue tracking?
Customer Engagement Workflow?& Scheduling
Expense and budget tracking for GPS and GES
Resource management and scheduling
Scheduling of training courses
Registration of students in training courses?
Management and monitoring of delivery partner relationships?
Proposal generation and risk review?
Staff hiring, training and development?
Stewardship of methodology and artifacts
Ongoing publication of the ?PS Dashboard? metrics?
Monthly operations review
The Sr. Director will manage internal and external resources to develop and maintain these business processes. The Director will also be responsible for the Information Technology infrastructure used to support professional services. The Sr. Director of Operations will work closely with the Sales, Marketing, Services Engineering, and Corporate Finance departments. This position reports directly to the Senior Vice President of Global Professional Services.
Opportunities to Make an Impact
The following outlines the impact and contributions that the incumbent will be able to make within the first 12-18 months:
Build services operations team including hiring appropriate resources and developing, or modifying core processes as needed
Establish services governance and measurement processes to help accurately forecast service costs, revenues, and capacity
Establish processes for class scheduling and student registrations
Establish processes for SOW / contract review and approval
Like every senior leader in the professional services organization, the Sr. Director of Service Operations will be evaluated on the ability of the business unit to meet revenue, contribution and stakeholder satisfaction targets. Additionally, the services operations team will be evaluated on the following metrics:
Ability to deliver process & infrastructure initiatives on time and within budget.?
Percentage of G&A spend for the professional services organization in comparison to industry averages
Deliver accurate reporting on key metrics
Support the GPS and GES teams in meeting operation targets and driving stakeholder satisfaction
10+ years of experience. Prior experience managing budgets, staff, and consulting partner relationships.
5+ years working in the services/consulting industry.
Prior experience designing business processes.
Preferred: Previous experience developing and deploying operational infrastructure for a newly formed Professional Services and Training operation in a product company
Proven track record of management and leadership skills required to drive operational efficiency throughout a global professional service organization.?
Prior experience managing the operations of a technology based services business?Willingness to do some occasional light travel
Education required: B.S. or B.A.
Compensation is based on base salary and bonus and will be commensurate with experience and industry competitiveness
ServiceSource is the global leader in recurring revenue management. Renew OnDemand?, the only cloud application built specifically to grow recurring revenue, automates a highly valuable but typically manual business process. By leveraging big data to give companies a complete view of their customers, Renew OnDemand? and our proven services drive higher subscription, maintenance, and support revenue, improved customer retention, and increased business predictability.
With over a decade of experience focused exclusively on growing recurring revenue, our products and services are based on proven best practices and global benchmarks. Like a funded start up, our continued growth in our service business allows us to aggressively invest our software product.
ServiceSource is headquartered in San Francisco and manages over $9 billion in recurring revenue for the world?s largest and most respected technology companies. Check our customers. ServiceSource renews a customer contract every 47 seconds through engagements in more than 150 countries and 40 languages.
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