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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive leadership in building and managing Services Excellence organizations, with a focus on operational governance, team development, and transformation initiatives. Proficient in professional services economics, data fluency, and executive communication to drive measurable business results.
Highest-signal resume keywords
12+ Years Leadership ExperienceProfessional Services EconomicsCross-Functional Transformation InitiativesGovernance Models DevelopmentExecutive Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Portfolio ManagementDemand PlanningWorkforce PlanningQuality AssuranceContinuous ImprovementCost ModelsProfitability AnalyticsCapacity PlanningData FluencyChange Leadership
Soft Skills
Ability to Influence Without AuthorityCommercial JudgmentOperational RigorBuilding Structure Amid AmbiguityTeam Leadership
Tools & Technologies
PSA PlatformsWorkflow AutomationReporting ToolsAnalytics PlatformsOperating Dashboards
Industry Keywords
Professional ServicesConsultingCustomer Success OperationsSaaSTechnology Services
About the role
Key responsibilities & impact- Build the Services Excellence organization from inception
- Define organizational structure, charter, responsibilities, operating rhythm, governance forums, and success metrics
- Recruit, develop, and lead teams spanning portfolio management, commercial governance, demand planning, workforce planning, delivery excellence, and business process excellence
- Own standards, guardrails, methodologies, metrics, process governance, quality assurance, and continuous improvement
- Define and manage global services portfolio architecture, offerings, packages, SKUs, rate cards, delivery models, and lifecycle ownership
- Establish commercial governance, approval rules, pricing controls, margin gates, and exception management
- Drive standardized cost models, profitability analytics, margin improvement, utilization, realization, and partner-spend efficiency
- Establish demand forecasting, workforce planning, and capacity views by geography, service line, role, skill, and delivery model
- Define global delivery standards, methodologies, quality frameworks, operational runbooks, playbooks, and operating reviews
- Redesign end-to-end Services processes and establish process ownership, decision rights, RACI models, and escalation paths
- Lead transformation initiatives across operating model design, organizational structure, systems, reporting, governance, and change adoption
- Own requirements and prioritization for PSA, workflow, reporting, automation, and analytics platforms
- Build executive reporting standards, data hygiene rules, scorecards, and operating dashboards
- Advise Services leadership and influence senior stakeholders across Services, Sales, Finance, Product, Customer Success, and global delivery teams
- Drive change management, adoption, accountability, and measurable business results
- Establish the Services operating system to enable predictable growth, scalable delivery, improved margins, and world-class customer outcomes
Requirements
What you’ll need- 12+ years of progressive leadership experience across professional services, consulting, customer success operations, business transformation, strategy, operations, or services excellence
- Significant experience operating in a global software, SaaS, consulting, or technology services organization
- Proven track record building teams, operating models, transformation offices, or Centers of Excellence from the ground up
- Deep understanding of professional services economics, including utilization, realization, gross margin, pricing, discounting, forecasting, capacity planning, revenue timing, and partner management
- Experience owning cross-functional transformation initiatives with measurable operational and financial outcomes
- Experience developing governance models, decision rights, operating cadences, executive reporting, and performance scorecards
- Experience partnering with Sales, Finance, Services Delivery, Product, Revenue Operations, Customer Success, and executive leadership
- Ability to build structure amid ambiguity
- Systems thinking across portfolio, pricing, staffing, partner usage, delivery quality, systems, reporting, and margin
- Commercial judgment
- Operational rigor in repeatable processes, governance, metrics, and accountability
- Data fluency using financial, operational, delivery, and pipeline data
- Executive communication skills
- Ability to influence without authority
- Change leadership capability
- Ability to recruit, grow, and lead a high-caliber Services Excellence team
Benefits
Comp & perks- Voluntary healthcare coverage for employees and families where applicable
- Paid time off
- Open Mentoring Program
- 401k plan with 100% vested company contributions
- Flexible paid time off
- Holidays
- Generous caregiver and parental leaves
- Life and disability insurance
- Medical, dental, vision, and prescription drug coverage
- Discretionary bonus plan, commission plan, and/or equity plan may be available depending on role