Resource Delivery & Professional Services Operations Manager - Australia

JOB DESCRIPTION

Snowflake is about empowering enterprises to achieve their full potential — and people too. With a culture that’s all in on impact, innovation, and collaboration, Snowflake is the sweet spot for building big, moving fast, and taking technology — and careers — to the next level.Snowflake is growing fast and we’re scaling our team to help enable and accelerate our growth. We’re passionate about our people, our customers, our values and our culture! We’re also looking for people with a growth mindset and the pragmatic insight to solve for today while building for the future. And as a Snowflake employee, you will be accountable for supporting and enabling diversity and belonging.The primary responsibility of the Resource Delivery and Professional Services Operations Manager (RDM) is to manage resourcing for Professional Services (PS) engagements across the APJ theatre. This position will work closely with the Practice Directors, Consulting Managers, and Services Delivery Managers to understand resource demand and requirements and provide recommendations for staffing engagements based on skills and availability. The RDM is expected to resolve conflict and competing priorities, to be proactive, and to drive best practices. The RDM needs to balance goals that are sometimes competing including achieving target billable utilization, quality of delivery, and employee development. The position demands a high degree of organization and attention to detail.This position will also have the secondary responsibility of managing the PS operations for the APJ theatre. PS Operations responsibilities include supporting the PS mgrs in managing the end-to-end QTC processes, project financials, and overall revenues. This role will partner closely with the APJ PS mgmt team, drive the revenue forecasting processes, collaborate with revenue on the close process and revenue recognition issues, assist with reviewing SOWs, Change Orders, and quotes, work cross functionally and proactively on systems and process improvements, and provide analysis and business insights.As a Resource Delivery Manager at Snowflake you will: Discuss active projects and potential new business with Professional ServicesManagement on a regular basis to understand resource demand and requirements andmake recommendations based on skills match and availability Run weekly resource meetings and facilitate resourcing decisions, solving problems andresolving conflict/competing priorities Act as owner of the schedule and booking confirmations Maintain resource schedules in PSA system of record Manage collaboration process to borrow and loan resources between regions Proactively identify issues for Professional Services management, including developingand distributing reports that monitor utilization (under or over) Work with PS management to implement action plans to resolve issues. Develop and drive best practices around resourcing across the organization Assist with development and implementation of new hire ramp up plans Drive PS to meet goals for billable utilization, customer sat, and quality of delivery Proactively analyze data and provide recommendations for areas of improvementrelating to services delivery and the resource management process.And as PS Operations lead, you will: Be responsible for management of projects in the PSA system throughout the entireproject lifecycle, from project setup, ongoing maintenance, and project close out. Ensureaccuracy of various project related data elements, including those that affect revenuerecognition and invoicing. Oversee time and expense entry and approvals process to ensure accuracy andtimeliness. Highlight anomalies and coordinate adjustments as necessary. Lead the bottoms up revenue forecasting process, working closely with the PS PracticeDirectors, Service Delivery Managers, and Resource Managers. Track and understandforecast progression and weekly changes throughout each quarter, drive improvementsin accuracy. Work closely with the Revenue team to support revenue recognition and month-endprocesses. Reconcile revenue, forecasts vs actual, GL vs PSA. Provide timely review of SOWs, Change Orders, and quotes. Helping draft ChangeOrders as needed. Work with IT and PS Ops team on enhancements and fixes for Financial Force. Act as point of contact into Finance and other internal groups in order to reduceoperational noise for PS managers. Provide insight, analysis, and decision support for regional PS leaders For all processes above, continuously identify and recommend areas for improvement.Assist with planning and implementation of process and system improvements.Our ideal Resource Delivery Manager will have: 7+ years experience in resource management and/or services operations in softwaresolutions industry Highly responsive and customer focused Assertive conflict-resolution and problem-solving skills Clear and concise communication in both written and verbal form Ability to be diplomatic or firm when necessary in order to drive business forward orobtain results Highly detail oriented and able to work autonomously Ability to manage multiple tasks and tight deadlines with confidence and ease Ability to prioritize and organize workload across multiple groups and time zones Bachelor's degree or equivalent requiredSnowflake is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, gender identity or expression, marital status, national origin, disability, protected veteran status, race, religion, pregnancy, sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.How do you want to make your impact?For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com