The Services Operations Sr. Manager plays a pivotal role in the operational success of Marketo's Global Consulting and Education Businesses. The Sr. Manager of Services Operations is responsible for policies, processes and operations to support Marketo's Services Lines of Business and their diverse portfolio of services offerings. The Sr. Manager oversees onshore and offshore teams that play a pivotal role in financial control and assurance of the services business. The Service Operations team is responsible for the systems and processes for setting up, managing and reporting on projects and training delivery. The Sr. Manager of Services Operations interfaces with Global PS leadership, insuring that our operations support the needs of the various lines of business. The Sr. Manager of Service Operations plays a key role in representing PS in cross functional projects and initiatives, interfacing with Sales Ops, IT, Legal, Finance and other parts of the Marketo organization. The Sr. Manager oversees the operational reporting needs of the PS lines of business.

The Services Operations Sr. Manager needs to be a change agent who is expert at scaling processes in a high growth technology industry.

Responsibilities:

• Directly interfaces with global business leaders across the professional services, education and customer success organization, insuring the operational needs of our lines of business are being met
• Responsible for management and operational control of the professional services portfolio of service offerings
• Manage and oversee services financial processes and policies
• Work closely with Finance team on monthly and quarterly billing, budgeting cycles and ongoing operational needs
• Manage a team of onshore and offshore resources who are responsible for daily operations, project set up, project closure, training delivery, time entry, and process assurance
• Ownership of project staffing processes and procedures
• Owns services and training subcontracting strategy, programs and operations
• Represent services on cross Marketo projects and process improvements – interfacing with sales ops, IT, legal, and finance
• Business owner of professional services automation (PSA) tool that is used globally to support operations
• Drive operational reporting needs of the professional services and education teams
• Ownership of operational business metrics, utilization and time entry, project completion, training attendance, etc…
• Drive ongoing projects across PS to improve processes, documentand enforce policies
• Oversee Education back office operations and Learning Management System (LMS) operational support

Required Skills / Experience:

• 10+ years of experience working in a Professional Services, Education and/or Consulting organization
• 5+ Years of services operations experience
• Strong services delivery and project understanding
• Strong understanding of services financials at technology companies
• Resourcing/ staffing and subcontracting experience
• Experience in scaling processes at high growth software companies
• Experience with Professional Services Automation (PSA) and Learning Management Systems (LMS)
• Strong project management background a plus
• Excellent problem-solving skills
• Services sales background
• Ability to understand and learn new technologies
• Experience rolling out business process improvements and change initiatives to drive operational excellence -- Proven change agent, with a long successful track record of driving change
• Experience supporting operational metrics and reporting
• Driven, Self-Motivated
  Marketo is an equal opportunity employer.