Resource & Capacity Planning Coordinator - SAAS

The Resource & Capacity Planning Coordinator is responsible for the effective allocation, utilisation, and optimisation of all project and support resources across the organisation. This role ensures that the right skills are assigned to the right work at the right time, maximising billable utilisation, improving delivery efficiency, and directly contributing to services revenue, profitability, and customer satisfaction. The role operates at the centre of project delivery, support services, and commercial performance, balancing resource demand, capacity, and financial objectives.

• Own and manage the allocation of consultants across projects and support engagements.
• Match resource skills, seniority, experience, suitability and availability to project and support requirements.
• Coordinate closely with Project Managers, Support Leads, and Practice Leads on resource needs.
• Continuously reprioritise allocations based on project changes, risks, and escalations.
• Maintain a forward‑looking capacity plan (short, medium, and long‑term).
• Identify resource constraints, under‑utilisation, and over‑allocation risks.
• Provide proactive recommendations on hiring, contracting, or reallocation to ensure optimal utilisation across all billable resources.
• Drive maximum billable utilisation across consulting and support teams.
• Ensure resources are deployed on billable work wherever possible.
• Minimise bench time and ensure rapid redeployment of available resources.
• Support revenue forecasting through accurate resource capacity inputs.
• Monitor and enforce accurate and timely timesheet submission across all resources.
• Track missing time, late submissions and non‑billable time leakage, and work with management and project managers to resolve compliance issues.
• Ensure time capture supports accurate billing, costing, and reporting.
• Develop and maintain dashboards and reporting on resource KPIs.
• Analyse trends in utilisation, capacity and delivery performance.
• Provide weekly/monthly reporting to leadership on operational efficiency.
• Act as the central coordination point between Sales, Delivery and Support teams.
• Align resource planning with pipeline, project schedules and support demand.
• Support pre‑sales activities with input on capacity and resource availability.
• Facilitate clear communication regarding resource constraints and priorities.
• Assist management to continuously refine/improve resource management, planning, forecasting and scheduling processes.

• Billable utilisation % (by resource and team).
• Billable vs non‑billable ratio.
• Bench time / idle capacity.
• Capacity & Planning Resource fill rate (planned vs available capacity).
• Over/under‑allocation metrics.
• Forecast accuracy (capacity vs actuals).
• Timesheet submission compliance (%).
• Missing time (hours / %).
• Late time submissions.
• Revenue per billable resource.
• Contribution to services margin improvement.
• Reduction in revenue leakage from untracked or unbilled time.

• Essential: 2+ years experience in an operational planning role, resource management, project operations or professional services.
• Experience with in a professional services & consulting business would be advantageous but not critical.
• Understanding resource utilisation, project delivery and support models would be advantageous but not critical.
• Proven ability to manage competing priorities in a fast‑paced delivery environment.
• Strong analytical and reporting skills (Excel / Power BI preferred).
• Passionate about technology & software apps, curious and an early adopter.

• Desirable (not critical): Experience using Microsoft cloud technology such as M365, Dynamics 365 Business Central.
• Worked with planning tools in previous roles such as PSA tools, or resource scheduling platforms.
• Understanding of project accounting and revenue recognition models.
• Experience working with both project‑based and managed services delivery.

• Organised and detail‑oriented.
• Commercially aware and results‑driven.
• Strong communicator and stakeholder manager.
• Proactive and solution‑focused.
• Able to influence without direct authority.
• Passionate and motivated about your work.

Reporting Line:
Operations Director.