Resource Delivery & Professional Services Operations Manager - Australia

Snowflake is about empowering enterprises to achieve their full potential — and people too. With a culture that’s all in on impact, innovation, and collaboration, Snowflake is the sweet spot for building big, moving fast, and taking technology — and careers — to the next level.

Snowflake is growing fast and we’re scaling our team to help enable and accelerate our growth. We’re passionate about our people, our customers, our values and our culture! We’re also looking for people with a growth mindset and the pragmatic insight to solve for today while building for the future. And as a Snowflake employee, you will be accountable for supporting and enabling diversity and belonging.

The primary responsibility of the Resource Delivery and Professional Services Operations Manager (RDM) is to manage resourcing for Professional Services (PS) engagements across the APJ theatre. This position will work closely with the Practice Directors, Consulting Managers, and Services Delivery Managers to understand resource demand and requirements and provide recommendations for staffing engagements based on skills and availability. The RDM is expected to resolve conflict and competing priorities, to be proactive, and to drive best practices. The RDM needs to balance goals that are sometimes competing including achieving target billable utilization, quality of delivery, and employee development. The position demands a high degree of organization and attention to detail.

This position will also have the secondary responsibility of managing the PS operations for the APJ theatre. PS Operations responsibilities include supporting the PS mgrs in managing the end-to-end QTC processes, project financials, and overall revenues. This role will partner closely with the APJ PS mgmt team, drive the revenue forecasting processes, collaborate with revenue on the close process and revenue recognition issues, assist with reviewing SOWs, Change Orders, and quotes, work cross functionally and proactively on systems and process improvements, and provide analysis and business insights.

As a Resource Delivery Manager at Snowflake you will:

● Discuss active projects and potential new business with Professional Services

Management on a regular basis to understand resource demand and requirements and

make recommendations based on skills match and availability

● Run weekly resource meetings and facilitate resourcing decisions, solving problems and

resolving conflict/competing priorities

● Act as owner of the schedule and booking confirmations

● Maintain resource schedules in PSA system of record

● Manage collaboration process to borrow and loan resources between regions

● Proactively identify issues for Professional Services management, including developing

and distributing reports that monitor utilization (under or over)

● Work with PS management to implement action plans to resolve issues.

● Develop and drive best practices around resourcing across the organization

● Assist with development and implementation of new hire ramp up plans

● Drive PS to meet goals for billable utilization, customer sat, and quality of delivery

● Proactively analyze data and provide recommendations for areas of improvement

relating to services delivery and the resource management process.

And as PS Operations lead, you will:

● Be responsible for management of projects in the PSA system throughout the entire

project lifecycle, from project setup, ongoing maintenance, and project close out. Ensure

accuracy of various project related data elements, including those that affect revenue

recognition and invoicing.

● Oversee time and expense entry and approvals process to ensure accuracy and

timeliness. Highlight anomalies and coordinate adjustments as necessary.

● Lead the bottoms up revenue forecasting process, working closely with the PS Practice

Directors, Service Delivery Managers, and Resource Managers. Track and understand

forecast progression and weekly changes throughout each quarter, drive improvements

in accuracy.

● Work closely with the Revenue team to support revenue recognition and month-end

processes.

● Reconcile revenue, forecasts vs actual, GL vs PSA.

● Provide timely review of SOWs, Change Orders, and quotes. Helping draft Change

Orders as needed.

● Work with IT and PS Ops team on enhancements and fixes for Financial Force.

● Act as point of contact into Finance and other internal groups in order to reduce

operational noise for PS managers.

● Provide insight, analysis, and decision support for regional PS leaders

● For all processes above, continuously identify and recommend areas for improvement.

Assist with planning and implementation of process and system improvements.

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