Sr. Manager of Professional Services Operations - Remote

In the position of Sr. Manager of Professional Services Operations, you will lead DFIN through the transition to becoming a data-driven Professional Services organization. In order to do this, this leader will leveraging their SaaS playbooks and Professional Services best practices to drive organizational rigor around metrics, forecasting, and revenue recognition.

This role will work across multiple products, lines of business and stakeholders and requires a great deal of resilience and leadership to be a part of this transformation. Key responsibilities and activities include annual planning, forecasting and pipeline management, reporting and analytics, P&L management, business process optimization, Delivery operations, resource management, as well as other KPIs necessary to manage the business. This role will report directly to the SVP of Professional Services and be a key member of the Services leadership team.

• Provide subject matter expertise on Services Operations, learn the DFIN business, and guide the end users and stakeholders on best practices related to PSA, Services Metrics, Billing, and Revenue.
• Lead the identification, benchmarking and collection of key KPIs across the global business as the metrics leader in the organization, enabling each business unit to be data driven with pertinent data and insights.
• Working with different finance groups, develop alignment on data and financial outputs, ensuring we are continually moving toward optimal revenue treatment and representation of our business.

• Support and collaborate with key members of Services Leadership, Operations, Support, Sales, IT, Pricing, and Finance to achieve effective and user-friendly processes. 
• Help define strategy and standard operating procedures (SOPs) across technology and delivery. 
• Build and deliver a sales-to-service transition process and systems that delights internal and external customers.
• Develop and execute a global Resource Management function that spans across multiple business units and stakeholders to ensure uniformity in process and best usage of our consultants.

• Lead the selection, planning, requirements gathering and successful deployment of a PSA tool across a global services organization. 
• Ability to identify risks and plan future phases to mitigate adoption and/or data issues.
• Strong change management skill set to set up launch for success working with cross-functional stakeholders.
• Assist with training users and leaders on PSA tools, Services concepts and related procedures. 
• Will continually evaluate other systems based on internal needs and industry trends to ensure DFIN is leveraging the right technology stack.
• Ability to support change control for system maintenance, configuration, deployment sets and testing. 
• Support and maintain permission sets, profiles, and user security. 
• Accelerate the design and enablement of new PSA functionality with a focus on the scalability and continuous improvement of DFIN’s Professional Services processes and supporting tech stack.
• Establish and maintain professional services skills matrix.
• Identify opportunities for both system enhancement and simplification during day-to-day maintenance.
• Anticipate technical blockers and work with both business and technical teams to identify creative solutions to unblock them.
• Closely collaborate with business partners from Professional Services and other teams within the company to validate and document roadmap.
• Monitor system performance, analyze data, and provide insights and recommendations for continuous improvement of Services processes.

• Compile and distribute executive summaries on monthly and quarterly basis to executive and cross-functional audience with data that tells stories on current state of the business.
• Assist Services leadership team with resource management and proactive forecasting processes.
• Identify system and process challenges, design, and implement enhancements to drive DFIN business needs. 
• The successful candidate will provide subject matter expertise on Services Operations, learn the DFIN business, and guide the end users and stakeholders on best practices related to PSA, Services Metrics, Billing, and Revenue.
• Identify opportunities and respond to leadership need by creating reports and dashboards to understand the business.
• Set expectations and leverage direct and indirect ownership for adherence on reporting, working through leaders to make sure all exceptions are handled in a timely fashion.

• Ensure billings and revenue recognition continually improve, and that counterparts in other business units get information in a timely manner with minimal workload is put on individual contributors for billings.
• Develop and continue to improve a revenue forecasting model for each product line, ensuring we are able to represent to senior leadership what we will deliver.
• Active participant and champion during the annual planning cycle, bringing expertise and frameworks to get following year budget and plans.

• Bachelor’s degree required
• A minimum of 7 years of Professional Services Operations, Services Resource Management or related experience, including people management experience
• Strong proficiency implementing PSA tools
• Demonstrated success working in highly cross-functional roles and effectively influencing peers and more senior team members
• Excellent verbal and written communication skills
• Strong presentation skills
• Domain expertise in SaaS services metrics, operations and ability to lead change to desired end state.
• Experience with Salesforce. Salesforce certification(s) are a plus. 
• Demonstrates excellent problem solving, listening and time management skills.
• Focus on great customer service, follow through, and relationship management. 
• Efficient organization skills, prioritization, time management, and strong ability to manage analytically rigorous initiatives.