Professional Services Operations Manager

Have you heard of BlueCat? We’re one of those hidden gems that’s been disrupting the market as a key player in the rapidly growing space of Intelligent Network Operations. Organizations require a new model of network operations that links foundational core services with a deep, predictive understanding of network health and performance to improve change readiness. BlueCat’s Intelligent NetOps is a first-to-market combination of systems of understanding and change. BlueCat enables teams to enhance agility and mitigate risks from high rates of change with a unified management lifecycle, from provisioning to proactive troubleshooting and remediation.

At BlueCat, we take immense pride in our award-winning culture, an integral part of our identity. We are proud recipients of several prestigious accolades, including the "Great Place to Work" certification. By becoming a part of our team, you not only join a company at the forefront of technology but also become an integral member of Canada's top workplaces in various categories, including Technology, Today's Youth and Women, and Mental Health and Inclusion.

The Professional Services Operations Manager is responsible for driving operational excellence across the services organization. This role ensures the business is set up to scale efficiently, optimize profitability, and deliver high-quality outcomes for customers. You will partner closely with Services leadership, Finance, Sales, and Delivery teams to improve visibility, planning, and execution across the services lifecycle without reliance on prescriptive direction.

Responsibilities

• Lead services forecasting and capacity planning to align resource supply with customer demand
• Drive resource utilization and margin optimization, identifying opportunities to improve efficiency and profitability
• Own professional services process design and optimization, including standardization and continuous improvement of delivery workflows
• Establish services pipeline visibility and backlog management, ensuring proactive planning and prioritization across teams
• Develop and maintain services performance reporting, including dashboards and KPIs to support data-driven decision-making
• Manage billing operations and escalations, ensuring timely, accurate invoicing and resolution of customer disputes
• Identify and mitigate revenue leakage risks across the services lifecycle (from booking to billing)
• Own and optimize PS systems and tools (e.g., PSA, reporting platforms), ensuring data accuracy and usability
• Establish operational governance rhythms (e.g., forecast reviews, utilization tracking, business reviews)
• Lead cross-functional alignment to close process gaps and drive durable solutions – not just recommendations
• Drive change management and enablement for new processes, tools, and operational initiatives
• Continuously improve customer and internal experience by reducing friction in services engagement and delivery

Qualifications

• 8+ years of experience in Professional Services, Operations, or related roles
• Strong understanding of services business models, including utilization, revenue recognition, and margin drivers
• Proven experience in forecasting, capacity planning, and operational process improvement
• Advanced analytical skills with experience building models and dashboards, using data to influence decisions
• Excellent cross-functional collaboration and stakeholder management skills