Director - Services Operations - Accruent - Austin

Job description
The Director, Services Operations is a senior leadership/management position that will oversee all of Accruent’s Services Operations functions that support the meeting/exceeding of the business objectives of the Services organization. As one of the key leaders of the Services team, you will play a key role in the execution of our overall Services strategy and operational performance of all areas and functions of the Services team: Professional Services, Support, Project Management and Training.


This role is responsible for planning, leading, organizing and controlling all tactical, operational and strategic functions for the Services teams that include financial forecasting and reporting, budget-to-actuals, resource and utilization management reporting, and providing operational analytics and reporting that will lead to critical decisions and improvement of key business processes. Additionally, they will work closely with the leaders of the Project Management Office (PMO) to ensure that client projects are delivered in line with contractual requirements (milestones, training delivery, software features and customizations) and profitability targets and that they result in high levels of quality and customer satisfaction.

The Director, Services Operations role will report to the Vice President, Services and will be filled by an experienced leader with a demonstrated track record of driving process improvement that facilitates increased efficiency, visibility and predictability and ultimately increased consistency, predictability, accountability that ultimately results in meeting/beating revenue and margin goals. This position will be located in Accruent’s Austin office.

Essential Duties & Responsibilities
Build, lead, coach, mentor, develop and manage the Services Operations team (4-6) to a highly-engaged team of Champions - engage in continuous staff development, documentation, and performance measurement
Demonstrate Accruent’s values in all interactions: Results-Oriented, Respect, Winning Attitude, Integrity, Drive to Excellence and Hard Work
Provide Services Leadership and Executive Team with standardized dashboards and reports based off of tracked project metrics
Work closely with/lead the Finance, Sales and Services team in the regular cadence for accurately reporting and communicating capacity, utilization, scheduling, pipeline, revenue, and contribution metrics – ensuring accurate revenue recognition and clear bookings forecasts
Weekly reports to forecast financial metrics; identify any resource or revenue corrective actions that are required to meet/beat monthly target
Monthly billing: work with Accounting to record revenue in accordance with GAAP guidelines
Subject matter expert for Services personnel on all processes related to Services revenue: time entry, project management, customer billing, and staff utilization
Continually provide suggestions and implement improvements to business and reporting processes that keep up with the changes in the organization
Review monthly detailed expenses to identify required corrective actions to reduce costs
Utilize and improve existing tools, processes, reporting, analytics to provide options/recommendations to maintain and communicate capacity, utilization, scheduling, pipeline, revenue, and profit metrics
Work with Resource Management to develop and maintain capacity models and predictive resource models based on sales plan and pipeline
Drive pricing strategy for Services offerings that will deliver target revenue and contribution with the capacity and utilization models
Oversee special projects that will drive operational improvements/enhancements that benefit the Customer Experience and/or Accruent performance and team engagement
Deliver/assist in onboarding training efforts for new Services personnel
Maintain internal onboarding materials and metrics to score progress of knowledge of products and processes for all Services staff (Consultants, Project Managers, Engineering Services)

KNOWLEDGE, SKILLS & ABILITIES
Bachelor’s degree (Engineering/CS/MIS/Communications degree preferred); graduate degree in appropriate and/or related field preferred (MBA, MS in computer science)
5+ years of experience in a Services organization focused on delivering enterprise level software solutions (operations, project management or consultant role) or as an analyst in a large consulting firm or computer software company
3+ year history of building and leading strong, engaged teams and developing future leaders through Servant Leadership tactics and strategies
Extensive experience in performance measurement and P&L analysis
Polished/professional demeanor
Must possess strong verbal and written communication skills; strong presentation skills a plus
Demonstrated outstanding skills with Excel, PowerPoint, Domo, Visio
Experience with OpenAir and FinancialForce or other financial information systems and demonstrated ability to write and run reports from financial information systems
Strong attention to detail and must be well-organized and have the management skills necessary to help drive change and compliance across the Services practices.
Strong sense of ownership, accountability, responsibility and urgency to get things accomplished
Must possess a thorough understanding of key performance indicators used in a consulting practice
Must possess strong skills and experience in the areas of reporting, trends and analysis.
Demonstrated success driving efficiencies and repeatability in business process and operations
Strong problem solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses
Proven ability to manage multiple projects and priorities independently and re-prioritize as necessary to align with current business needs and work effectively under deadline constraints
Ability to work with all levels of internal staff – up to the C-level
Ability to train others in use of Accruent products, tools, and processes

Enter your email address:

Refer This Job To Your Friends And Help Them To Find Jobs!