The Professional Services Operations Leader is a senior strategic role responsible for leading day-to-day operations for the Americas Professional Services business.
Have direct ownership of Business Process Management, Resource and Capacity Management, and Revenue Management functions.
As well as key cross-functional partnership with Sales, Customer Success, Technical Best-in-class Support, and GTM Strategy teams.
By maintaining an impactful, efficiently functioning operational engine, this leader will ensure our Services business delivers on customer commitments as well as on our business metrics.
Lead directly and by influence to ensure our global Services business is adopting standard methodologies and completing global priorities!
What You’ll Do
Business Process Management
Define and coordinate business process standards and best in class practices that enable our Services Delivery team to efficiently engage with customers and partner effectively with other teams within Adobe
Design and lead a robust framework for Project Health reporting, inspection, and action
Provide ongoing enablement programs to ensure Delivery teams are well equipped to implement successfully and grow their skills and careers
Direct onboarding and cross-training programs to bring new employees quickly up to speed, and provide growth opportunities for existing employees
Provide direct leadership and advocacy for the design and implementation of the global Professional Services Automation system on Microsoft Dynamics, in partnership with the Field Technology team, to ensure the system fully meets the requirements of the Services business
Provide oversight and management of Business Management / Chief of Staff function
Resource and Capacity Management
Lead the Resource Management Office (RMO), ensuring effective resource management operations ranging from tactical execution of day-to-day functions to strategic aspects of capacity planning and forecasting
Supervise and optimize processes for assigning resources to projects, managing and tracking skills and talent, managing partner and subcontractor resources, and ensuring strong governance around standard resource management process execution
Provide capacity planning / forecasting insights and drive strategies to support future capacity needs and handle risks
Conduct gap analysis between forecasted supply and forecasted demand, and evaluate the gap against the business needs, goals, and timelines to establish a prescriptive action plan to meet demand
Provide key inputs to annual planning and headcount investment decisions
Oversee Intern and Associate programs to secure a continual funnel of talent as part of future growth and planning
Revenue Management, Reporting, and Analytics
Supervise all aspects of Services revenue management including weekly, quarterly, and annual reporting, analysis, forecasting, and insights
Demonstrate knowledge of business operations and key objectives to optimize revenue performance to targets with strong predictability and accuracy
Run indirect revenue metrics including utilization, hours / pacing, schedule accuracy, time card submission
Lead reporting and analysis functions providing regular, standardized reporting and data analysis
Provide templates and standard methodologies for revenue management to support standardization / roll-up of global revenue as well as improve scale for international regions
What you need to succeed
Executive leadership skills including the ability to develop, influence and empower a diverse multi-tiered team to enhance results
Minimum of 10 years’ experience leading operational teams; experience within a professional services organization strongly preferred
Experience in hybrid global models of onshore / offshore service delivery strongly preferred
Ability to interact and communicate for impact with all levels of an organization both externally and internally, including business and technical
Confident ability to lead, collaborate, triage and make decisions in a fast paced, changing environment
Lead and inspire team with positivity and optimism, creating a culture of high expectations and achievement, inspiring team to overcome challenges and actively handling resistance to change
Collaborate with leaders across geographies to complete shared objectives
Provide relevant, timely feedback to team and peers on a frequent, regular basis
Communicate expertly and optimally to diverse audiences, from senior executives to individual contributors
Exceptional written and verbal communication skills, with meticulous attention to detail
Excellent analytical and problem solving skills
Experience with P&L management required
Masters Degree in Business Management, Operations, Computer Science / IT or related fields preferred
Occasional business travel required, up to 25%
At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists.
You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.
If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.
Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status.