Services Operations Manager

Role Overview

The Services Operations Manager will play a critical role in the efficiency and effectiveness of our Professional Services and Partner operations. This individual will be responsible for managing the end-to-end lifecycle of projects for our Professional Services team, from initial setup to final closure, ensuring data integrity and operational excellence. The ideal candidate will be detail-oriented, proactive, and adept at managing multiple priorities in a fast-paced environment. As this role supports global projects across AMER, EMEA, and APAC, the successful candidate will be required to work flexible hours to accommodate different time zones, operating remote from Manila.

Responsibilities

• Project Set Up and Management: Set up and modify active projects in Workday and Anaplan on Anaplan based on opportunities, and monitor the Professional Services Operations email inbox to address all inquiries. Ensure that the presales to post sales handoff process is completed on new projects and provide reporting where these handoffs are missing.
• Project Close Out: Facilitate a project close process, which includes tracking Go-Lives, requesting information on key learnings from the field, and updating the skills matrix.
• Weekly Flash Report: Report to services leadership on key metrics (utilization, billing, bookings) and analyze weekly data for trends.
• Month-End Close: Run the complete end-of-month close for Workday, ensuring all hour submissions and approvals are finalized. Escalate to the field leaders with any submissions or approvals missing.
• Project Monitoring: Monitor weekly hours, project statuses in the Implementation Health dashboard, and project/investment budgets, following up with Project Managers with anomalies or missing information.
• Compliance: Run compliance reports to check on active projects and communicate with Project Managers regarding project closure, extensions, or updates. Send weekly and monthly timesheet reminders to all resources with missing project hours, including team leads in each region.
• Automation: Across all the above processes, identify areas for automation and leverage Anaplan-approved AI tools to streamline processes and tasks.

Qualifications

• Exceptional Attention to Detail to ensure data accuracy, compliance reporting, and meticulous task execution.
• System experience in SFDC and Workday.
• Proactive Problem-Solving to address inquiries, improve processes, and take initiative.
• Process-Oriented Thinking: For maintaining, improving, and creating efficient operational workflows, leveraging AI tools.
• Strong Organizational & Time Management Skills to prioritize tasks, manage competing deadlines, and ensure timely completion of responsibilities like month-end close.
• Clear & Professional Communication for effective collaboration with project managers and stakeholders, both written and verbal.
• Sense of Ownership & Accountability for managing key operational areas and ensuring tasks are completed from start to finish. Able to work independently and on a different time zone than leader.
• Analytical Mindset to interpret data, monitor budgets, and identify areas for improvement or follow-up.