Director Services Business Operations

Accountabilities:: Lead business operating reviews, scorecards, KPI management, forecasting, reporting, and performance visibility, ensuring accountability to plans, targets, and strategic priorities. Identify business risks, opportunities, and corrective actions while providing leadership with clear, actionable performance insights. Lead revenue, margin, bookings, backlog, and resource forecasting, while supporting annual planning, budgeting, and long-range business strategy. Establish capacity planning across service lines and optimize utilization, workforce productivity, and hiring plans. Build operating standards, governance frameworks, and performance management practices that align Sales, Portfolio, Delivery, Customer Success, Finance, and Technology. Drive process standardization, automation, scalability, and continuous improvement initiatives that enhance efficiency and profitability. Own and optimize core Services processes, including lead-to-order, quote-to-cash, resource-to-revenue, service delivery, and renewals. Establish process governance, controls, documentation, and performance metrics while reducing operational friction and cycle times across cross-functional workflows. Drive standardized and automated processes across North America and EMEA. Support pipeline governance, forecast management, opportunity visibility, CRM data quality, and sales process discipline across the Services business. Deliver sales performance analytics, dashboards, and insights while partnering with Sales leadership to improve bookings performance, services attach rates, and commercial execution. Provide leadership for pricing, profitability, recurring revenue performance, offer adoption, margin management, and backlog health. Improve systems integration, reporting automation, and quote-to-cash execution through data-driven operational improvements. Lead strategic transformation initiatives, translating business strategy into roadmaps, metrics, and clear accountability. Develop business cases for investments, acquisitions, and new offerings, and serve as a strategic advisor to the General Manager. Requirements: 10+ years of leadership experience in business operations, services operations, finance, strategy, consulting, or a related discipline. Experience working within technology services, managed services, professional services, or IT services organizations. Strong financial, analytical, forecasting, and business planning capabilities. Proven experience building KPI frameworks, executive reporting, forecasting processes, and scalable operating models. Demonstrated success leading cross-functional transformation, process improvement, and operational excellence initiatives. Strong executive communication, influence, stakeholder management, and collaboration skills. Ability to translate complex business information into actionable insights, priorities, and measurable outcomes. Bachelor's degree required; MBA or equivalent experience preferred. Ability to work effectively in a fully remote environment and travel to an office location when requested by leadership. Benefits: Annual hiring range of $163,800–$261,250 , with actual compensation varying based on geographic location, experience, education, and skill level. Potential target incentive compensation, with the final mix of base pay and incentive determined at offer. Fully remote work arrangement within the United States. Medical, dental, and vision insurance. 401(k) plan with matching contributions. Short-term and long-term disability insurance. Health Savings Account (HSA) and Health Reimbursement Account (HRA) options. Paid time off, including sick, holiday, and vacation time. Tuition reimbursement. Growth and professional development opportunities. Opportunity to work across global services operations and collaborate with cross-functional and regional leadership teams. Travel to a designated office may be required for work-related purposes at leadership's request.