Job Summary

The Professional Services (PS) Operations Director will be responsible for driving operational excellence of the Professional Services organization through strategic and transformational initiatives, financial management, and leadership of the critical central PS Operations shared services functions (Service Setup/Resource Capacity Management/Commercial Ops) to enable delivery of annual revenue.

Responsibilities include:

PS Revenue Growth & Attainment

• Maximize revenue growth of PS across all capability towers (Security, Collab/CX, etc)
• Focus on contribution margin through delivering profitable contracts and controlling internal expenses
• Contract expansion through client relationships and quality delivery
• Build 5G and MEC franchise
• Increase customer penetration in Federal, IOT, and Business Markets
• Execute on “bookings to backlog to revenue”
• Grow year-over-year EBITA

Execute Operations Functions

• Service setup, provisioning, and service activation; improve time to start and reduce corrective credits
• Supplier optimization to improve partnership for resources, time to fill, onboarding, etc.
• Commercial Operations: manage funded backlog, drive revenue forecasting, identify business and cost transformation opportunities that include traditional drivers (centralization, standardization, process improvement, organization restructuring) as well as digital drivers (intelligent automation, conversational AI, and others); provide service excellence by identifying key business issues and determining needs by supplementing the standard assessment techniques and tools with innovative approaches.

Transformation & Strategy

• Exhibit thought leadership across consulting practice as well as regarding emerging technologies,anticipating trends and leading our clients towards successful outcomes
• Build collaboration, partnership, and drive strategic direction by raising visibility of trends, issues, and opportunities across the organization.
• Lead strategic and transformative projects aimed at achieving the strategic and financial objectives of the business and preparing the business for future
• Transform talent and competencies through career and talent management solutions, growing skills in 5G/MEC, advanced threat, etc.
• Drive organization to hybrid archetype of asset-based and capability-based model; commercials align to quoting, pricing, and PCM to optimize utilization and develop practice-level governance framework

Requirements

• Bachelor’s degree and/or equivalent work experience; Master’s degree highly desired
• 20+ years of relevant work experience; experience in technology, operations, transformation, and/or financial management strongly desired
• 5+ years of effective management/people leadership experience; extensive leadership of a large and complex management consulting organization (35+ employees) with a focus on technology, operations improvement, transformation, financial management, or business process reengineering strongly desired
• Experience with balancing multiple stakeholder interests and being a thought partner for senior business leaders
• Cross-team and cross-functional collaboration at leadership level to achieve strategic, enterprise-wide goals
• Innovative application of data and metric-driven operational excellence to lower costs and drive utilization and efficiency
• Process improvement and digital transformation experience, specifically tailored towards consulting, supplier management, etc.
• Talent development and management to ensure resources keep up with changing skill-set requirements
• Communication and translation of highly complex, technical concepts and processes to the language of business
• Successful supplier/vendor management and partnership for extensive billable resource needs to align to contract requirements.
• Exerting leadership and influence in a matrix organization structure

Ability to work under pressure and meet deadlines with frequent interruptions and redefined priorities

Key Responsibilities

The Professional Services (PS) Operations Director will be responsible for driving operational excellence of the Professional Services organization through strategic and transformational initiatives, financial management, and leadership of the critical central PS Operations shared services functions (Service Setup/Resource Capacity Management/Commercial Ops) to enable delivery of annual revenue.

Responsibilities include:

PS Revenue Growth & Attainment

• Maximize revenue growth of PS across all capability towers (Security, Collab/CX, etc)
• Focus on contribution margin through delivering profitable contracts and controlling internal expenses
• Contract expansion through client relationships and quality delivery
• Build 5G and MEC franchise
• Increase customer penetration in Federal, IOT, and Business Markets
• Execute on “bookings to backlog to revenue”
• Grow year-over-year EBITA

Execute Operations Functions

• Service setup, provisioning, and service activation; improve time to start and reduce corrective credits
• Supplier optimization to improve partnership for resources, time to fill, onboarding, etc.
• Commercial Operations: manage funded backlog, drive revenue forecasting, identify business and cost transformation opportunities that include traditional drivers (centralization, standardization, process improvement, organization restructuring) as well as digital drivers (intelligent automation, conversational AI, and others); provide service excellence by identifying key business issues and determining needs by supplementing the standard assessment techniques and tools with innovative approaches.

Transformation & Strategy

• Exhibit thought leadership across consulting practice as well as regarding emerging technologies,anticipating trends and leading our clients towards successful outcomes
• Build collaboration, partnership, and drive strategic direction by raising visibility of trends, issues, and opportunities across the organization.
• Lead strategic and transformative projects aimed at achieving the strategic and financial objectives of the business and preparing the business for future
• Transform talent and competencies through career and talent management solutions, growing skills in 5G/MEC, advanced threat, etc.
• Drive organization to hybrid archetype of asset-based and capability-based model; commercials align to quoting, pricing, and PCM to optimize utilization and develop practice-level governance framework

Requirements

• Bachelor’s degree and/or equivalent work experience; Master’s degree highly desired
• 20+ years of relevant work experience; experience in technology, operations, transformation, and/or financial management strongly desired
• 5+ years of effective management/people leadership experience; extensive leadership of a large and complex management consulting organization (35+ employees) with a focus on technology, operations improvement, transformation, financial management, or business process reengineering strongly desired
• Experience with balancing multiple stakeholder interests and being a thought partner for senior business leaders
• Cross-team and cross-functional collaboration at leadership level to achieve strategic, enterprise-wide goals
• Innovative application of data and metric-driven operational excellence to lower costs and drive utilization and efficiency
• Process improvement and digital transformation experience, specifically tailored towards consulting, supplier management, etc.
• Talent development and management to ensure resources keep up with changing skill-set requirements
• Communication and translation of highly complex, technical concepts and processes to the language of business
• Successful supplier/vendor management and partnership for extensive billable resource needs to align to contract requirements.
• Exerting leadership and influence in a matrix organization structure

Ability to work under pressure and meet deadlines with frequent interruptions and redefined priorities

Skill Requirements

Network Voice

Cisco/Nice/SBC

Other Requirements

Program Management

Team Management