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.