AI-Enabled Services Delivery Operations Lead

ServiceNow; Mountain View (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

ServiceNow is hiring a Services Delivery Operations Manager within Moveworks, overseeing day-to-day operations, PSA administration, staffing, capacity planning, and partner coordination. You will ensure smooth delivery across enterprise engagements and partner programs, reporting on health and performance metrics.

The role is an individual contributor with high ownership, requiring strong analytical and cross-functional collaboration skills to drive scalable, efficient delivery operations at

Qualifications

• Experience applying AI-enabled tools or automation to improve operating workflows, decision support, reporting, or productivity within a services, operations, or customer-facing function.
• 3–5 years in Professional Services Operations, Revenue Operations, Partner Operations, PMO operations, or a related SaaS delivery operations role.
• Hands-on proficiency with PSA, CRM, or project delivery systems; Rocketlane experience is strongly preferred, with Kantata, Certinia/FinancialForce, Salesforce, or comparable platforms also valuable.
• Working knowledge of SaaS Professional Services metrics such as utilization, capacity, backlog, attach rate, forecast accuracy, delivery health, and services margin.
• Background supporting partner-led or subcontracted delivery models, including intake, onboarding, assignment coordination, operational governance, and process improvement.
• Strong analytical skills with the ability to synthesize data from multiple systems, identify trends, and convert findings into practical recommendations for Services leaders.
• Process-oriented operator who can design lightweight workflows, document repeatable practices, drive adoption, and iterate quickly as the delivery model evolves.
• High ownership and sound judgment in ambiguous, fast-moving environments; able to make progress independently, escape thoughtfully, and balance speed with operational discipline.
• Clear communicator and trusted cross-functional partner who can align Professional Services, Customer Success, Finance, Sales, and Partner stakeholders around priorities, tradeoffs, and execution plans.

Responsibilities

• Administer and optimize Rocketlane PSA: Act as the operational owner for Rocketlane configuration, project setup, user onboarding, workflow hygiene, and closed/won-to-project handoffs; troubleshoot issues quickly and improve system usability, data quality, and adoption across the delivery organization.
• Lead services resource management: Run the operating cadence for staffing, capacity planning, utilization visibility, and backlog alignment across implementation and ongoing services work; connect pipeline, bookings, project demand, skill requirements, and delivery capacity to recommend assignments, identify coverage gaps, and inform subcontractor needs before they impact customer outcomes.
• Coordinate partner and subcontractor delivery operations: Run the operating process for partner-subcontracted delivery, from intake and assignment through onboarding, execution tracking, issue resolution, and process improvement.
• Streamline partner program intake: Manage partner program submissions and operational requests with clear SLAs, clean handoffs, and consistent follow-through so onboarding and engagement readiness move without friction.
• Build operational reporting and delivery insights: Develop recurring dashboards, scorecards, and exception reports that give Services leadership actionable visibility into delivery health, utilization, forecast accuracy, partner performance, and process bottlenecks.
• Improve scalable operating rhythms: Partner with Professional Services, Customer Success, Finance, Sales, and Partner teams to standardize workflows, close operational gaps, and enable a repeatable delivery model as the business grows.

Skills

AI tools

Rocketlane

PSA systems

Salesforce

Analytics

Kantata

FinancialForce

Education

Bachelor's degree in a related field

Tools

Rocketlane

Kantata

Salesforce

FinancialForce

Job description

ServiceNow is hiring a Services Delivery Operations Manager within Moveworks, overseeing day-to-day operations, PSA administration, staffing, capacity planning, and partner coordination. You will ensure smooth delivery across enterprise engagements and partner programs, reporting on health and performance metrics.

The role is an individual contributor with high ownership, requiring strong analytical and cross-functional collaboration skills to drive scalable, efficient delivery operations at