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Salary: USD 113,700 - 199,000 / annual
ServiceNow's Moveworks Professional Services team is scaling agentic AI delivery for Fortune 500 enterprises. This is a high-ownership, individual contributor role focused on operational excellence across implementation and ongoing services engagements.
You will own the operational backbone of Professional Services delivery, acting as the connective tissue between the Services team and a fast-growing partner ecosystem. Your responsibilities include:
**PSA Administration & Optimization**: Serve as the operational owner for Rocketlane PSA configuration, project setup, user onboarding, workflow design, and closed/won-to-project handoffs. Troubleshoot system issues, improve data quality, and drive adoption across the delivery organization.
**Resource Management & Capacity Planning**: Run the staffing and capacity planning cadence, connecting pipeline, bookings, project demand, skill requirements, and delivery capacity. Identify coverage gaps, recommend resource assignments, and inform subcontractor needs before they impact customer outcomes.
**Partner & Subcontractor Operations**: Manage the end-to-end partner delivery process from intake and assignment through onboarding, execution tracking, issue resolution, and continuous improvement.
**Partner Program Intake**: Streamline partner program submissions with clear SLAs, clean handoffs, and consistent follow-through to enable frictionless onboarding and engagement readiness.
**Operational Reporting & Insights**: Develop recurring dashboards, scorecards, and exception reports that provide Services leadership with actionable visibility into delivery health, utilization, forecast accuracy, partner performance, and process bottlenecks.
**Operating Model Improvement**: Partner cross-functionally with Professional Services, Customer Success, Finance, Sales, and Partner teams to standardize workflows, close operational gaps, and build a repeatable, scalable delivery model.
This role requires someone who thrives in ambiguous, fast-moving environments, can make progress independently, and balances speed with operational discipline. You will be trusted to keep delivery operations humming while Services leadership focuses on broader strategy and scale.
**Requirements:**
- 3–5 years in Professional Services Operations, Revenue Operations, Partner Operations, PMO operations, or related SaaS delivery operations role
- Hands-on proficiency with PSA, CRM, or project delivery systems; Rocketlane experience strongly preferred (Kantata, Certinia/FinancialForce, Salesforce, or comparable platforms also valuable)
- Working knowledge of SaaS Professional Services metrics: utilization, capacity, backlog, attach rate, forecast accuracy, delivery health, and services margin
- Background supporting partner-led or subcontracted delivery models, including intake, onboarding, assignment coordination, operational governance, and process improvement
- Strong analytical skills to synthesize data from multiple systems, identify trends, and convert findings into practical recommendations
- Process-oriented operator who can design lightweight workflows, document repeatable practices, drive adoption, and iterate quickly
- Experience applying AI-enabled tools or automation to improve operating workflows, decision support, reporting, or productivity
- High ownership and sound judgment in ambiguous environments; able to escalate thoughtfully and balance speed with operational discipline
- Clear communicator and trusted cross-functional partner who can align stakeholders around priorities, tradeoffs, and execution plans
