Professional Services Operations Manager

Pellera Technologies; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

Pellera Technologies is seeking a Services Operations Manager to oversee strategic resource allocation, forecasting, utilization, and staffing governance across the organization. You will lead the Resource Management Desk and guide a team of staffing coordinators to optimize workforce deployment and service delivery.

This role partners with Sales, PMO, and Delivery Leaders to balance customer commitments with employee development, ensuring efficient staffing and revenue attainment.

Qualifications

• Bachelor's degree in a business or operations field and related experience.
• 5+ years in resource management, workforce planning, or PMO operations.
• Experience across staffing, capacity forecasting, and utilization reporting.

Responsibilities

• Lead enterprise-wide resource planning and allocation across services, projects, and clients.
• Oversee staffing requests, assignments, and capacity versus project timelines.
• Develop short- and long-term resource forecasts and demand projections.
• Monitor utilization; identify under/over-utilized resources and take action.
• Partner with Sales, PMO, and Delivery teams to assess pipeline opportunities.
• Drive governance, process improvements, and reporting on staffing metrics.

Skills

Resource planning

Workforce management

Staffing coordination

Forecasting & capacity planning

Stakeholder management

Analytics & dashboards

Project delivery collaboration

Strategic thinking

Communication skills

Attention to detail

Education

Bachelor's degree in Business, Operations Management, Project Management, Human Resources, or related field

Tools

Reporting dashboards

Job description

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 align with project schedules, budgets, and business objectives.
• Manage resource conflicts and prioritize assignments based on organizational priorities.

Capacity & Workforce Management

• Develop short-term and long-term resource forecasts.
• Monitor resource capacity and utilization across technical and delivery teams.
• Identify potential resource shortages, skill gaps, and capacity constraints.
• Support hiring plans by providing workforce demand projections and staffing recommendations.
• Assist leadership in workforce balancing strategies during periods of underutilization or high demand.

Utilization Management

• Monitor individual, team, and organizational utilization metrics.
• Identify underutilized and overutilized resources.
• Support achievement of organizational utilization and profitability targets.
• Produce utilization reporting and executive dashboards.

Demand Management

• Partner with Sales, Solution Architects, and Service Delivery teams to assess upcoming project opportunities.
• Participate in resource reviews for pipeline opportunities and forecasted engagements.
• Evaluate staffing impacts of new business opportunities.
• Support pre-sales staffing discussions.
• Ensure resource commitments are realistic and achievable.

Skills & Talent Management

• Maintain resource skill inventories, certifications, experience profiles, and capability matrices.
• Work with Practice Leaders to align staffing decisions with professional development goals.
• Work with Practice Leaders for succession and cross-training strategies to improve workforce flexibility.

Governance & Process Improvement

• Establish and maintain resource management processes, standards, and procedures.
• Lead regular resource planning meetings and staffing governance reviews.
• Drive continuous improvement initiatives within resource management operations.
• Develop and maintain reporting and analytics related to staffing, capacity, utilization, and demand.
• Support PMO and operational excellence initiatives.

Stakeholder Management

• Serve as the primary point of contact for resource planning and staffing activities.
• Build strong partnerships across PMO, Delivery, Operations, Sales, Recruiting, and Leadership teams.
• Facilitate discussions to resolve competing resource priorities and business demands.

Required Skills/Abilities/Competencies

• Strong resource planning and workforce management skills.
• Excellent verbal and written communication skills.
• Strong stakeholder management and relationship-building abilities.
• Strong analytical and problem-solving skills.
• Ability to evaluate resource demand, capacity, and utilization data.
• Ability to prioritize competing demands and make sound staffing decisions.
• Strong organizational and time management skills.
• Ability to facilitate discussions and resolve conflicts effectively.
• Strategic thinking and workforce planning capability.
• Proficiency in reporting, analytics, and dashboard development.
• Ability to influence decision-making across multiple levels of the organization.
• Strong collaboration and teamwork skills.
• Continuous improvement mindset.
• Critical thinking and sound business judgment.
• Attention to detail and accuracy.
• Ability to work in a fast-paced, changing environment.
• Professionalism, discretion, and ethical decision-making.

Education And Experience

• Bachelor's degree in Business, Operations Management, Project Management, Human Resources, or a related field, or equivalent combination of education and experience.
• 5+ years of experience in resource management, workforce planning, project delivery, PMO operations, or a related professional services environment.
• Experience managing resource allocation, capacity planning, forecasting, and utilization reporting across multiple projects, teams, or business functions.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Pellera provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.