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Senior Director, Service Operations

Appspace

Appspace

Sales & Business Development, Operations
Remote
Posted on Tuesday, July 2, 2024

About Appspace:

At Appspace, we’re passionate about creating better work experiences for people everywhere, and we’re looking for people that feel the same way. Our global office locations and flexible work culture help you work wherever and however you’re at your best. Plus, we take the time to help you enjoy your work, build lasting connections, and grow your role. Join the Appspace team and be a part of a culture that’s helping people everywhere love where they work.

About Appspace:

At Appspace, we’re passionate about creating better work experiences for people everywhere, and we’re looking for people that feel the same way. Our global office locations and flexible work culture help you work wherever and however you’re at your best. Plus, we take the time to help you enjoy your work, build lasting connections, and grow your role. Join the Appspace team and be a part of a culture that’s helping people everywhere love where they work.

Your Role as a Senior Director, Service Operations:

Appspace is seeking a highly experienced and results-oriented Senior Director of Service Operations. This role will oversee the Project Management Office (PMO), services reporting, KPIs, Statements of Work (SOWs), and resource management. The Senior Director of Service Operations will ensure that our services are delivered efficiently, effectively, and with the highest level of customer satisfaction. The ideal candidate will have extensive experience working for a SaaS company and a proven track record in managing complex service operations.

A Day in the Life of a Senior Director, Service Operations:

  • Oversee the Project Management Office (PMO) to ensure effective project delivery, resource allocation, and governance.
  • Develop and implement robust reporting frameworks and KPIs to track the performance of service operations and drive continuous improvement.
  • Manage the creation, negotiation, and execution of Statements of Work (SOWs) to ensure clarity, compliance, and alignment with client expectations.
  • Optimize resource management processes to ensure efficient utilization and allocation of resources across projects.
  • Drive initiatives to enhance the profitability of service operations through efficient delivery, cost control, and value-added services.
  • Collaborate closely with other Workplace Experience team leaders and teams, including sales engineering, development services, implementation, training, and adoption.
  • Collaborate closely with cross-functional teams, including customer success, product management, engineering, sales, and finance, to ensure alignment on service delivery objectives and priorities.
  • Provide leadership, guidance, and mentorship to service operations teams, fostering a culture of accountability, collaboration, and excellence.
  • Establish and maintain strong relationships with key clients, acting as a trusted advisor to understand their needs and ensure successful service delivery.
  • Identify and implement process improvements to enhance operational efficiency, quality, and customer satisfaction.
  • Monitor industry trends, emerging technologies, and best practices in service operations and SaaS delivery to drive innovation and competitive advantage.

Key Performance Indicators (KPIs):

  • Project on-time delivery rate
  • Project budget adherence
  • Customer satisfaction and Net Promoter Score (NPS)
  • Resource utilization and efficiency
  • Service operations profitability
  • SOW accuracy and compliance
  • Employee engagement and retention within the service operations team
  • Continuous improvement in service delivery processes and methodologies

What You’ll Need:

  • Bachelor's degree in Business Administration, Computer Science, Engineering, or a related field; Master's degree preferred.
  • 10+ years of experience in service operations, with a proven track record in managing complex SaaS service delivery.
  • Extensive experience overseeing PMO functions, resource management, and project profitability.
  • Strong understanding of project management methodologies, frameworks, and tools, such as Agile, Scrum, Kanban, and JIRA.
  • Demonstrated expertise in developing and implementing KPIs, reporting frameworks, and process improvements.
  • Excellent leadership, communication, and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization.
  • Strategic mindset with the ability to translate business objectives into actionable service delivery plans and initiatives.
  • Proven experience in driving process improvement and organizational change initiatives.
  • PMP, PMI-ACP, or other relevant project management certifications are highly desirable.

The Perks of Working for Appspace:

For all our US based team members, we offer a variety of benefits from competitive salaries, medical, dental and vision coverage, disability coverage, employer paid life insurance, mental health resources, 401(k) plan and a fully paid parental leave program.

Additional perks include:

  • Generous PTO
  • Flexible work schedules
  • Remote work opportunities
  • Paid company holidays
  • Appspace Quiet Fridays (No non-essential internal meetings scheduled)
  • A casual dress work environment

Disclaimer:

Appspace Inc. is an equal opportunity employer. All aspects of employment, including recruiting, hiring, placement, promotion, termination, compensation, and training are decided based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion or belief, marital status, sex, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy (including childbirth, lactation, or related medical conditions), gender, gender identity and/or expression, genetic information, sexual orientation, family or parental status, veteran status, or any other status protected under federal, state, or local laws.

Appspace is committed to creating a diverse and inclusive workplace and does not tolerate discrimination or harassment of any kind.