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Director Managed Services Business Operations




As the Director of Professional Services Managed Services Business Operations you will be providing business operations support to Software AG Professional Services Managed Services Worldwide to establish and ensure consistent use in the following three areas:

1) End to End Processes, Templates and Systems,

2) KPIs; establish and track to

3) Global Cloud Operations in support of Global Professional Services Managed Services includes services which monitor, operate, optimize, transform and manage. This is includes but is not limited to Ticket management, Escalation management, 24x7 global scheduling.

Your position is located in Reston and reports to the Vice President of Professional Services Business Operations.


Essential Job Functions

  • Oversee the adoption and required revisions for the end to end PS managed services processes. Examples include Global Deal Desk, Risk Management, Time Entry and SOW/Contracting
  • Ensure systems and integrations are trained and implemented to support PS managed services. These include Professional Services Automation-OpenAir, Client Relationship Mgmt- SalesForce, Enterprise Resource Planning-SAP, Incident Management, Knowledge Management and other internal systems Global Deal Desk, Contract Management System, etc.
  • Establish Global Cloud Operations which includes facilitating regional onboarding processes / tools, defining consistent approaches estimating models, etc. Establish and run implementation and on-going support and lessons learned feedback loop 
  • Manage key PS managed services programs
  • Determine best practices for managed services operations in collaboration with PS management
  • Keep up to date with what is happening in the industry (our PS Peers) to support PS managed services business operations


Supervisory responsibility: Yes, Indirect





  • Strong oral and written communication and problem-solving skills
  • Excellent presentation skills and interaction with internal customers
  • Able to work in a team environment and possess exceptional organizational skills
  • Experience using Microsoft Office products
  • Proven ability to manage time and deliver on deadlines
  • Personal commitment, strong team player and able to work in a collaborative environment
  • Able to think logically and abstractly: recognizes discrepancies, connections and structures (analytical skills)
  • Ready to constantly develop his / her skills, qualifications, knowledge(learning orientation)
  • Working knowledge of managed services end to end processes. 
  • Able to train, coach, mentor, and assist others in a team effort
  • Strong leadership and supervisory skills
  • Experience with project estimation, proposal development and bid preparation
  • Experience with project management, contract management, risk management, deliverable and quality management, and scope control management
  • Ability to work independently while managing multiple tasks at a time
  • Ability to persuasively articulate PS Business operations processes and associated business value to the PS management team (GM, SVP, VPs) and cross functionally with Finance, Legal, etc.
  • Ensure managed service performance is regularly reviewed to seek out efficiency gains and cost optimization  


Travel: 20-25%


Education and Experience

  • 10-12 years of experience in professional services within a Software and / or SaaS Company with roles equivalent to PS Operations Manager, PS/Cloud Project Manager, Consulting Manager, Cloud Support Manager
  • Demonstrated experience in PS business operations
  • Relentless pursue of quality and attention to detail in all deliverables
  • Experience with multi-location global company is a plus
  • Experience with Cloud SaaS Professional Services business
  • Leadership experience of organizational change management
  • Experience with a wide range of business applications (e.g. ERP, CRM, SalesForce, PSA)
  • 3-5 years’ experience working cross functionally within PS and across other organizations (finance, legal, R&D, managed service centers)
  • Experience in working with customers and global teams remotely, customer centric approach
  • Experience in working in a matrix organizations
  • Experience establishing and running under ISO 27001, ISO 9001 Certification is a plus
  • Strong knowledge & experience with ITIL processes and best practices is a plus
  • 3-5 years leadership experience working on RFPs and proposals for managed services is a plus
  • Experience setting up SLAs and operational KPIs for managed services, tracking and optimizing the same, providing continuous improvement is a plus
  • Experience estimating Cloud and on premise managed services, including that of infrastructure estimation is a plus
  • Experience with L1/L2/L3 support, Service Management, Escalation management, KPI/SLAs tracking, measuring and reporting is a plus


Certifications: not required but a plus (I.e.: PMI, TOGAF, ITIL, SixSigma)


Language: English. Any additional language is a plus.



  • The employees are smart, friendly and welcoming
  • Health Insurance starts your first day on the job
  • Three weeks paid vacation & three weeks paid sick leave 
  • 10 paid holidays (including a floating holiday and a community service day) 
  • 401(k) Plan with up to 5% employer match


Software AG is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.


Click on the link to view the full EEO statement


















Nearest Major Market: Washington DC

Job Segment: Operations Manager, Manager, ERP, Quality Manager, Operations, Management, Technology, Quality