Professional Services Operations Manager

About this role

Practice/Department: Professional Services

Position Title: Services Operations Manager

Position Location: Remote - USA

Reports to: Sr Director, PMO


Job Summary:
The Services Operations Manager (SOM) is responsible for overseeing the strategic allocation, forecasting, utilization, and management of professional services resources across the organization. This role serves as the central coordination point between Sales, PMO, Delivery Leaders, Practice Managers, and Operations to ensure the right resources are assigned to the right projects at the right time.

The SOM is a first-line people leader with direct management responsibility for the Resource Management Desk team and services operations. This position will oversee a team of staffing coordinators and resource management professionals responsible for day-to-day staffing operations, resource assignments, utilization tracking, and workforce planning activities. The Manager will provide leadership, coaching, mentoring, performance management, career development, and operational direction to the team while ensuring consistent execution of resource management processes and service delivery standards. The Services Operations Manager drives workforce planning, capacity management, utilization optimization, and staffing governance while balancing customer commitments, employee development, and business objectives. This individual plays a key role in maximizing resource utilization and supporting revenue attainment.


FLSA Status:
Exempt


Essential Functions:
Resource Planning & Allocation

• Manage enterprise-wide resource allocation across multiple service offerings, projects, programs, and clients.
• Facilitate staffing requests and resource assignment decisions based on skills, availability, utilization targets, location, and client requirements.
• Maintain visibility into resource demand, capacity, and forecasted needs.
• Ensure resource assignments alig...