Director, Business Operations Management

Dynatrace • Boston, MA • 1h ago

Your role at Dynatrace

The Director, Professional Services Operations is responsible for enabling and optimizing the operational foundation of the Professional Services organization. This leader partners closely with Professional Services leadership to translate business strategy into actionable operational roadmaps that drive scalable, predictable, and high-quality service delivery. The role oversees core services operations capabilities including resource and capacity planning, delivery enablement, process excellence, knowledge management, and performance analytics to ensure professional services teams operate efficiently and deliver exceptional customer outcomes.

This role does not manage client delivery directly, but instead provides the operational structure, insights, and tools that allow Professional Services teams to execute effectively against strategic and financial goals.

Key Responsibilities

Partner with Professional Services leadership to translate business strategy into operational and execution roadmaps, aligning people, process, and technology to support growth, scalability, and margin goals.

Oversee day-to-day Professional Services operations, ensuring delivery teams are supported by efficient workflows, clear processes, and strong operational governance.

Drive process optimization and standardization across Professional Services, including project lifecycle management, intake, staffing, delivery workflows, and post-engagement activities, using best practices and data-driven insights.

Lead and mature resource and capacity planning for Professional Services, including demand forecasting, utilization management, skills-based staffing models, and long-term capacity planning to ensure optimal deployment of billable and non-billable resources.

Develop and execute a Professional Services knowledge management strategy, ensuring effective creation, curation, and maintenance of delivery methodologies, playbooks, templates, and internal best practices that support consistent, high-quality execution.

Define, implement, and monitor Professional Services operational metrics and dashboards, such as utilization, margin, backlog, delivery performance, forecast accuracy, and customer satisfaction, using insights to drive continuous improvement.

Partner with IT, business systems, Finance, and Services leadership to evaluate, implement, and optimize Professional Services technologies, including PSA tools, resource management platforms, analytics, and automation solutions.

Enable operational rigor and consistency across Professional Services while supporting flexibility required for complex, customer-specific engagements.

Lead initiatives to enhance onboarding, training, and enablement for Professional Services teams, ensuring resources have the processes, tools, and knowledge required to deliver effectively.

Oversee vendor relationships and third-party service partners, where applicable, ensuring alignment with Professional Services operational standards and performance expectations.

Mentor and develop Services Operations leaders and managers, fostering a collaborative, high-performance environment focused on delivery excellence and continuous improvement.

What will help you succeed

Requirements

Seven or more years of experience in Professional Services operations, services delivery operations, or related fields.

Five or more years of experience leading teams and driving operational transformation within a Professional Services or services delivery environment.

Proven expertise in resource and capacity planning, delivery operations, process optimization, and performance analytics.

Experience with Professional Services automation (PSA) tools, resource management systems, knowledge management platforms, and analytics solutions.

Strong strategic thinking skills with the ability to convert business objectives into operational execution plans.

Excellent analytical, communication, and leadership skills, with a track record of effective cross-functional partnership.

Bachelor's degree required; Master's degree or MBA preferred.

Why you will love being a Dynatracer

A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.

Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.

A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries.

An environment that fosters innovation, enables creative collaboration, and allows you to grow.

A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.

A truly international mindset that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.

A relocation team that is eager to help you start your journey to a new country, always there to support and by your side.

Attractive compensation packages and stock purchase options with numerous benefits and advantages.

Compensation and Rewards

DOE, salary $200K - $210K, plus Health, Dental, Life, STD, LTD, 401K, PTO. Total compensation may vary depending on candidate experience/education and location.

Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law.

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