Professional Services Operations Specialist

Responsibilities:

• Reporting: Publish weekly reports on project status, utilization, realization, margin, backlog and forecast accuracy.
• Resourcing: Run capacity planning and weekly staffing, and forecast hiring and contractor needs.
• Project financials: Track budgets and burn, provide revenue recognition and billing inputs, and manage change orders with Finance.
• Timesheets: Drive 95%+ on-time timesheet compliance.
• SOW review: Review SOWs against financial and compliance policies, and manage exceptions through to signature.
• Governance: Run portfolio reviews with clear RAG status, risk logs and escalations; track customer health and NPS (Catalyst, Retently).
• Data and tools: Extract and reconcile fees, overages and renewals from SFDC; own PSA/PMO tool data quality.
• Improvement: Automate manual steps and lead process improvement initiatives.

Qualifications:

• 5–8 years in PS operations, PMO or services finance, with 3+ years at a SaaS product company.
• Strong grasp of PS metrics: utilization, realization, margin, backlog and forecasting.
• Working knowledge of services revenue recognition (fixed-fee, T&M, milestones).
• Experience with capacity planning and SOW or contract review.
• Advanced Excel and PowerPoint; experience with SFDC and a PSA/PMO tool (GoodDay, Asana or similar).
• Clear communicator who can influence without direct authority.