Professional Services Operations Manager

Job Description:

• Oversee the strategic allocation, forecasting, utilization, and management of professional services resources across the organization
• Coordinate between Sales, PMO, Delivery Leaders, Practice Managers, and Operations to assign resources to projects
• Directly manage the Resource Management Desk team and services operations
• Lead staffing coordinators and resource management professionals in day-to-day staffing operations, resource assignments, utilization tracking, and workforce planning
• Provide leadership, coaching, mentoring, performance management, career development, and operational direction to the team
• Manage enterprise-wide resource allocation across service offerings, projects, programs, and clients
• Facilitate staffing requests and resource assignment decisions based on skills, availability, utilization targets, location, and client requirements
• Maintain visibility into resource demand, capacity, and forecasted needs
• Develop short-term and long-term resource forecasts
• Monitor resource capacity and utilization across technical and delivery teams
• Identify resource shortages, skill gaps, and capacity constraints
• Support hiring plans with workforce demand projections and staffing recommendations
• Monitor individual, team, and organizational utilization metrics
• Produce utilization reporting and executive dashboards
• Partner with Sales, Solution Architects, and Service Delivery teams on upcoming opportunities and staffing impacts
• Maintain resource skill inventories, certifications, experience profiles, and capability matrices
• Establish and maintain resource management processes, standards, and procedures
• Lead resource planning meetings and staffing governance reviews
• Drive continuous improvement initiatives within resource management operations
• Develop reporting and analytics related to staffing, capacity, utilization, and demand
• Serve as the primary point of contact for resource planning and staffing activities
• Build partnerships across PMO, Delivery, Operations, Sales, Recruiting, and Leadership teams
• Facilitate resolution of competing resource priorities and business demands

Requirements:

• Bachelor's degree in Business, Operations Management, Project Management, Human Resources, or a related field, or equivalent combination of education and experience
• 5+ years of experience in resource management, workforce planning, project delivery, PMO operations, or a related professional services environment
• Experience managing resource allocation, capacity planning, forecasting, and utilization reporting across multiple projects, teams, or business functions
• Strong resource planning and workforce management skills
• Excellent verbal and written communication skills
• Strong stakeholder management and relationship-building abilities
• Strong analytical and problem-solving skills
• Ability to evaluate resource demand, capacity, and utilization data
• Ability to prioritize competing demands and make sound staffing decisions
• Strong organizational and time management skills
• Ability to facilitate discussions and resolve conflicts effectively
• Strategic thinking and workforce planning capability
• Proficiency in reporting, analytics, and dashboard development
• Ability to influence decision-making across multiple levels of the organization
• Strong collaboration and teamwork skills
• Continuous improvement mindset
• Critical thinking and sound business judgment
• Attention to detail and accuracy
• Ability to work in a fast-paced, changing environment
• Professionalism, discretion, and ethical decision-making
• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times