Sr Professional Services Strategy & Ops Program Manager

Company Description It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, Service Now is the AI control tower for business reinvention.

Our Service Now AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500 work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

About the role:

The Moveworks Professional Services team deploys agentic AI for some of the largest enterprises in the world. As we scale delivery across a fast-growing partner ecosystem, we're hiring a Services Delivery Operations Manager to own the day-to-day operational backbone that keeps our implementation and ongoing services engagements running smoothly. This is an individual contributor role with no direct reports — a high-ownership, high-autonomy seat for an operator who can run the machine (PSA administration, staffing, capacity, partner subcontracting, and partner program intake) so that Services leadership can stay focused on broader strategy and scale.

You will be the connective tissue across Professional Services and our delivery partners, and the person the team trusts to keep delivery operations humming. What you get to do in this role:

Administer and optimize Rocketlane PSA:
Act as the operational owner for Rocketlane configuration, project setup, user onboarding, workflow hygiene, and closed/won-to-project handoffs; troubleshoot issues quickly and improve system usability, data quality, and adoption across the delivery organization. Lead services resource management:
Run the operating cadence for staffing, capacity planning, utilization visibility, and backlog alignment across implementation and ongoing services work; connect pipeline, bookings, project demand, skill requirements, and delivery capacity to recommend assignments, identify coverage gaps, and inform subcontractor needs before they impact customer outcomes. Coordinate partner and subcontractor delivery operations:
Run the operating process for partner-subcontracted delivery, from intake and assignment through onboarding, execution tracking, issue resolution, and process improvement. Streamline partner program intake:
Manage partner program submissions and operational requests with clear SLAs, clean handoffs, and consistent follow-through so onboarding and engagement readiness move without friction. Build operational reporting and delivery insights:
Develop recurring dashboards, scorecards, and exception reports that give Services leadership actionable visibility into delivery health, utilization, forecast accuracy, partner performance, and process bottlenecks. Improve scalable operating rhythms:
Partner with Professional Services, Customer Success, Finance, Sales, and Partner teams to standardize workflows, close operational gaps, and enable a repeatable delivery model as the business grows. Qualifications To be successful in this role you have:

Experience applying AI-enabled tools or automation to improve operating workflows, decision support, reporting, or productivity within a services, operations, or customer-facing function. 3–5 years in Professional Services Operations, Revenue Operations, Partner Operations, PMO operations, or a related SaaS delivery operations role. Hands-on proficiency with PSA, CRM, or project delivery systems;
Rocketlane experience is strongly preferred, with Kantata, Certinia/Financial Force,…