Remote Professional Services Delivery Ops Lead

ServiceNow; Mountain View (CA); Hybrid; USD 114,000 - 199,000; Full time

Benefits offered by this job

Health plans

Flexible spending accounts

401(k) Plan with company match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Job summary

ServiceNow is seeking a Moveworks Professional Services Delivery Operations Manager to own the day-to-day operational backbone across PSA configuration, staffing, and partner delivery. This individual contributor role connects Professional Services with delivery partners to maintain smooth engagements.

The role emphasizes ownership, high autonomy, and driving adoption of repeatable delivery processes while supporting leadership with actionable visibility into delivery health and capacity.

Qualifications

• Experience applying AI-enabled tools or automation to improve operating workflows.
• 3–5 years in Professional Services Operations, Revenue Operations, Partner Operations, PMO operations, or related SaaS delivery operations role.
• Hands-on proficiency with PSA, CRM, or project delivery systems; Rocketlane experience strongly preferred; Kantata, Certinia/FinancialForce, Salesforce 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, governance, and process improvement.
• Strong analytical skills with the ability to synthesize data from multiple systems and translate into actionable insights.

Responsibilities

• Administer and optimize Rocketlane PSA configuration, project setup, onboarding, workflow hygiene, and handoffs; troubleshoot and improve usability and data quality.
• Lead services resource management: staffing cadence, capacity planning, utilization visibility, backlog alignment across implementations and services.
• Coordinate partner and subcontractor delivery operations from intake to onboarding, execution tracking, issue resolution, and process improvement.
• Streamline partner program intake with SLAs and clean handoffs to enable frictionless onboarding and engagement.
• Build operational reporting: dashboards, scorecards, and exception reports for delivery health, utilization, forecast accuracy, and partner performance.
• Improve scalable operating rhythms by partnering with Services, Customer Success, Finance, Sales, and Partners to standardize workflows.

Skills

PSA systems

CRM

Rocketlane

Salesforce

Kantata

Certinia/FinancialForce

Analytical skills

Cross-functional collaboration

Operations management

Education

SaaS delivery operations experience

Tools

Rocketlane

Kantata

Certinia/FinancialForce

Salesforce

Job description

ServiceNow is seeking a Moveworks Professional Services Delivery Operations Manager to own the day-to-day operational backbone across PSA configuration, staffing, and partner delivery. This individual contributor role connects Professional Services with delivery partners to maintain smooth engagements.

The role emphasizes ownership, high autonomy, and driving adoption of repeatable delivery processes while supporting leadership with actionable visibility into delivery health and capacity.