Professional Services Operations Senior Manager

at  Iron Mountain

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.
We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.
Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let’s start the conversation.

JOB SUMMARY

The Professional Services and Consulting team at Iron Mountain guide our customers in the design, implementation, scaling, and securing of our cloud native digital content management, machine learning, and workflow solutions.
Iron Mountain’s Professional Services organization is looking for a Professional Services Operations Manager who will support the day-to-day business operations of our Professional Services business. You will work with Professional Services, Finance, Legal, Sales, and other departments throughout Iron Mountain to manage the operational processes for forecasting, delivery, billing and revenue recognition of Professional Services.
You will primarily support our Professional Services teams in the Middle East, Europe, Australia, and Asia; however, you will be part of a team responsible for global Professional Services operations, so you will also have global responsibilities and assist our teams in North America and Latin America at times. A successful candidate will be experienced in engaging in a matrixed environment and aligning stakeholders to execute towards common global KPIs.

VALUED SKILLS AND EXPERIENCE:

• Bachelor’s degree, or equivalent experience. Non-traditional and neurodiverse learners and thinkers are welcome.
• Substantial experience in Professional Services Operations for enterprise software projects or similar complex professional services projects.
• Strong track record of working in a complex matrixed global environments to drive Professional Services operational efficiency
• Demonstrated success in developing, optimizing and managing internal processes and programs including experience leading distributed, cross-functional project teams.
• Experience with the management and administration of Professional Services Automation (PSA) tools such as: NetSuite OpenAir, FinancialForce, and SmartSheet Resource Manager.
• Analytical with strong data analysis skills, hands-on experience with reporting and BI tools such as Tableau, Looker Studio, Excel, etc., and the ability to use data to drive decision-making.
• Excellent communication and interpersonal skills, with the ability to build strong relationships and drive alignment with key stakeholders across the company.
• Experience in building and maintaining effective working relationships and working effectively in a global team environment with shared responsibilities.
• Innovative thinker and creative problem-solver.
• Strong understanding of SaaS business models.
• Very organized and detail-oriented with a track record of strong time management and prioritization skills.

• Act as a steward of our Professional Services Automation (PSA) tool and related processes including setting up and validating projects and oversight of project data accuracy for capacity management, revenue forecasting and billing purposes.
• Manage the assignment and allocation process for regional professional services teams and participate in capacity planning and management.
• Oversee the Professional Services revenue forecasting for regional professional services teams to provide timely and accurate revenue forecasts to Finance and other stakeholders.
• Administer the provision of Professional Services project data to Finance for billing and revenue recognition including ensuring validation of budget versus actuals data in our PSA tool and Looker Studio, our reporting solution, as well as configuring reports and exporting data with these tools.
• Work with the Director of Professional Services Operations, regional professional services leaders and finance to design, implement and manage high quality and accurate revenue forecasting, utilization, capacity management and billing processes.
• Analyze customer and employee engagement/satisfaction data, make data-driven recommendations, and drive initiatives to improve the customer experience and employee engagement.
• Spearhead the development and rollout of new Professional Services programs/processes (e.g., employee onboarding, employee development, subcontractor onboarding and management) and manage their ongoing success and enhancement.
• Proactively challenge existing processes and drive cross-functional alignment with key stakeholders across the company (e.g., Commercial, Finance, Legal, Product and Engineering, and Operations) to define and implement business process improvements such as product and bill code structure, reporting strategy, and global billing processes.
• Create reports, KPIs, and dashboards to support business goals and strategic planning in Looker Studio, our BI reporting solution, as well as Google Sheets and other data analysis and reporting tools.
• Support the PS business operating rhythm by leading operating meetings, such as regional allocation meetings, and driving adherence to actions and deliverables required to drive operational efficiency.
• Support and promote Iron Mountain core values.