Senior Director

Your Role as a Senior Director, Service Operations:

Appspace is seeking a highly experienced and results-oriented Senior Director of Service Operations. This role focuses on expanding service offerings and scaling operational capacity to support Appspace’s customers and partners, ensuring efficient and effective service delivery. The Senior Director will oversee the Project Management Office (PMO), services reporting, profitability, and resource management. The ideal candidate will have extensive experience in a SaaS company and a proven track record in growing and managing complex service operations.

A Day in the Life of a Senior Director, Service Operations: 

• Scale and optimize service operations to support Appspace customers at every stage of their lifecycle, enhancing customer satisfaction and driving sales, expansion, and retention.
• Expand the profitability of service operations through efficient delivery, cost control, and value-added services.
• Develop and implement robust reporting frameworks and KPIs to track the performance of service operations and drive continuous improvement.
• Oversee the Project Management Office (PMO) to ensure effective project delivery, resource allocation, and governance.
• Manage the creation, negotiation, and execution of Statements of Work (SOWs) to ensure clarity, compliance, and alignment with client expectations.
• Optimize resource management processes to ensure efficient utilization and allocation of resources across projects.
• Work with the Appspace partner team to enable partners to deliver high-quality services to Appspace customers.
• Collaborate closely with other Workplace Experience team leaders and teams, including sales engineering, development services, implementation, training, and adoption.
• Collaborate closely with cross-functional teams, including customer success, product management, engineering, sales, and finance, to ensure alignment on service delivery objectives and priorities.
• Provide leadership, guidance, and mentorship to service operations teams, fostering a culture of accountability, collaboration, and excellence.
• Establish and maintain strong relationships with key clients, acting as a trusted advisor to understand their needs and ensure successful service delivery.
• Identify and implement process improvements to enhance operational efficiency, quality, and customer satisfaction.
• Monitor industry trends, emerging technologies, and best practices in service operations and SaaS delivery to drive innovation and competitive advantage.

Key Performance Indicators (KPIs):

• Project on-time delivery rate
• Project budget adherence
• Customer satisfaction and Net Promoter Score (NPS)
• Resource utilization and efficiency
• Service operations profitability
• SOW accuracy and compliance
• Employee engagement and retention within the service operations team
• Continuous improvement in service delivery processes and methodologies

What You’ll Need: 

• Bachelor’s degree in Business Administration, Computer Science, Engineering, or a related field; Master’s degree preferred.
• 10+ years of experience in service operations, with a proven track record in managing complex SaaS service delivery.
• Extensive experience overseeing PMO functions, resource management, and project profitability.
• Strong understanding of project management methodologies, frameworks, and tools, such as Agile, Scrum, Kanban, and JIRA.
• Demonstrated expertise in developing and implementing KPIs, reporting frameworks, and process improvements.
• Excellent leadership, communication, and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization.
• Strategic mindset with the ability to translate business objectives into actionable service delivery plans and initiatives.
• Proven experience in driving process improvement and organizational change initiatives.
• PMP, PMI-ACP, or other relevant project management certifications are highly desirable.

The Perks of Working for Appspace:

For all our US based team members, we offer a variety of benefits from competitive salaries, medical, dental and vision coverage, disability coverage, employer paid life insurance, mental health resources, 401(k) plan and a fully paid parental leave program.

Additional perks include:

• Generous PTO
• Flexible work schedules
• Remote work opportunities
• Paid company holidays
• Appspace Quiet Fridays (No non-essential internal meetings scheduled)
• A casual dress work environment