Job Title: Senior Director, Services Operations

?Overview

The Senior Director, Services Operations is key member of the Services Excellence operations team and tightly aligned with the Professional Services(PS) team at Blue Yonder. The role focuses on optimizing delivery processes, enabling scalability, and ensuring business alignment to support revenue growth, customer success, and operational efficiency.

This leader will provide strategic direction to the PS operations team, act as an advisor to regional leaders, and drive transformation initiatives across Professional Services Operations and Delivery.

Key Responsibilities

1. Operational Excellence & Process Optimization

• Develop, implement, and standardize scalable processes that improve the efficiency and quality of Professional Services delivery.
• Drive global consistency across operational processes including forecasting, utilization, and project governance.
• Oversee the implementation of operational best practices across regions (e.g., APAC, EMEA, Americas).
• Monitor and improve key delivery metrics (e.g., utilization rates, project profitability, on-time delivery).

2. Business Performance Management

• Lead monthly, quarterly, and annual reviews of key KPIs with executive leadership (Utilization, Non-Bill investments, Project Profitability, etc).
• Oversee non-billable time management, contractor reviews, and working-at-risk escalations to minimize non-recoverable revenue.

4. Technology & Tools Transformation

• Lead the optimization of Professional Services tools.
• Identify opportunities for automation and digital transformation to improve reporting, analytics, and operational workflows.

5. Strategic Advisory and Leadership

• Serve as a key advisor to PS leadership, providing data-driven insights and strategic recommendations to optimize business performance.
• Lead transformation initiatives to shift PS operations from a reactive posture to a proactive and advisory role.
• Promote a global mindset across the team, encouraging the sharing of best practices across regions.

6. Leadership & Team Management

• Build, develop, and mentor a high-performing global operations team.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Promote inclusion, respect, and professional development across all team members.

Qualifications

• Experience:
• 10+ years of experience in Professional Services operations within a SaaS or technology-driven environment.
• Proven leadership experience at the Director or Senior Director level, managing global teams and cross-regional operations.
• Strong track record of driving operational transformation and improving delivery performance.
• Skills:
• Deep understanding of Professional Services metrics, processes, and financial management.
• Expertise in Professional Services tools
• Strong analytical and problem-solving skills with the ability to interpret complex data and make data-driven decisions.
• Excellent communication, stakeholder management, and influencing skills.
• Education:
• Bachelor's degree in Business, Operations, Finance, or a related field (Master's degree preferred).