Sr Professional Services Strategy & Ops Program Manager

About the role:

The Moveworks Professional Services team deploys agentic AI for some of the largest enterprises in the world. As we scale delivery across a fast-growing partner ecosystem were hiring a Services Delivery Operations Manager to own the day-to-day operational backbone that keeps our implementation and ongoing services engagements running smoothly. 

This is an individual contributor role with no direct reports a high-ownership high-autonomy seat for an operator who can run the machine (PSA administration staffing capacity partner subcontracting and partner program intake) so that Services leadership can stay focused on broader strategy and scale. You will be the connective tissue across Professional Services and our delivery partners and the person the team trusts to keep delivery operations humming. 

What you get to do in this role:

• 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. 

Qualifications :

To be successful in this role you have:

• Experience applying AI-enabled tools or automation to improve operating workflows decision support reporting or productivity within a services operations or customer-facing function. 

• 35 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 escalate 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. 

Additional Information :

Work Personas

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Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation national origin age disability gender identity  veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

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Remote Work :

No

Employment Type :

Full-time