Senior Director - Service Operations

3 days ago

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Appspace

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Discover the easiest way to reach your workforce - at work, at home, or on the go.

IPTV • video walls • kiosks • room booking • dashboards

201 - 500

💰 Private Equity Round on 2019-12

Description

• Scale and optimize service operations to support Appspace customers at every stage of their lifecycle, enhancing customer satisfaction and driving sales, expansion, and retention. • Expand the profitability of service operations through efficient delivery, cost control, and value-added services. • Develop and implement robust reporting frameworks and KPIs to track the performance of service operations and drive continuous improvement. • Oversee the Project Management Office (PMO) to ensure effective project delivery, resource allocation, and governance. • 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. • Work with the Appspace partner team to enable partners to deliver high-quality services to Appspace customers. • 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.

Requirements

• 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.

Benefits

• Competitive salaries • Medical, dental and vision coverage • Disability coverage • Employer paid life insurance • Mental health resources • 401(k) plan • Fully paid parental leave program • 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