Operations Manager, Professional Services

The Manager of Operations for Professional Services directly supports the VP of Professional Services Americas and will have the opportunity to impact our bottom line and our ability to serve our customers.

Job Description:

As the Manager of Operations for the Professional Services Organization in the Americas you will be responsible for managing, overseeing and guiding critical Operational processes required to support and ensure recognition for the valuable contribution of Professional (Profs) Services team within the context of Witness Systems and our business growth.
In this role you will have the opportunity to bring your operational expertise in Professional Services to re-design and build a more effective and efficient Profs Operations team. You will work alongside with management with the goal of optimizing operational support to decision-making, financial analysis and data management. You will manage a team of staff and work with them to identify better processes and structures to improve services, financial results, and data management.
Critical to your success will be the ability to navigate a changing organizational environment, work effectively with a network of Witness Systems management, work with systems and other operational groups to define the organizations operational needs and maximize the effectiveness and flexibility of your team, their skills and responsibilities.

Core Responsibilities:
Operations
•Manage the PS Book of Business with relevant reporting and decision support.
•Drive systems compliance in the field to ensure milestone achievements
•Deploy, review and manage PS policies around revenue, travel and expenses
•Manage and improve the quality, visibility and transparency of revenue and productivity reporting as related to the PS business.
•Manage and review and quality of Client Contracts, Statements of Work.
•Oversee elements of the Customer Satisfaction processes.
•Manage a team with responsibility for billing, invoicing, and collections.
•Manage and oversee SOX compliance as relates to PS Operations.
Staffing:
•Manage and oversee the staffing processes for field delivery personnel; decision and communications in partnership with the field practice managers to assign appropriate systems engineers & integrators and Project Managers to client projects.
•Manage and oversee the hands-on work of 4 individuals responsible for managing and coordination of all PS administration & operations.
•Manage and oversee the communications and professionalism of all team members with both internal Witness Systems management and external customers.
•Model/ demonstrate strong customer focus in all (internal and external) customer interactions..
Project, Process and Capability Development:
•Support and guide the Americas VP of Professional Services in the design and development of improved operational processes and capabilities within PS.
•Champion, assess and formulate functional requirements for delivery of new systems and technologies.
•Develop and implement any required new processes, training, system requirements and coaching/capability development within your team.
•Enable PS Operations to become a flagship model for Operational Support within Witness Systems.
REQUIREMENTS
Required Skills:
7+ years working within Professional Services (ideally some of that time in field delivery or support).
5 + years experience managing with and developing operational support for a Professional Services organization (from billing, customer facing work, staffing, project management, data management, infrastructure, technology enablement and financial management & reporting).
Experience managing team of varied administrators and support personnel.
Experience working closely with senior executives from the business and other support organizations.
Experience working with relevant/comparable technology.

Desired Skills:
Experience working within the High-Tech / Software industry.
Bachelors degree or higher in business, technology or related human resources/operational area.