Director of Services Operations

Summary

Join Veeva Systems, a leading life sciences industry cloud company, as a Services Operations Lead in Europe. Reporting to the VP of Global Services Operations, you will lead and optimize operational and strategic initiatives for the European Services team. This critical role involves close collaboration with various departments, including Finance, Sales, and Product, to ensure customer success and drive business growth. Success requires strong data analysis skills, experience in Professional Services, and the ability to lead and influence diverse stakeholders. Veeva offers a flexible work environment as a Work Anywhere company, supporting both in-office and remote work.

Requirements

• 8+ years of experience in consulting or software services in a services organization
• 2+ years of operational experience, including services business utilization review and management
• Experience in Professional Services operations, including: Financial planning and forecasting, P&L, services business metrics, and reporting to support best outcomes
• Experience in designing and implementing processes and systems
• Demonstrated ability to lead and influence diverse stakeholders through delivery with a high degree of satisfaction
• Proven success in leading high-performing teams while building influential relationships and upholding trust
• Proven ability to engage senior leadership to drive forward critical initiatives
• Demonstrated ability to quickly identify areas of process improvement and develop/execute initiatives

Responsibilities

• Utilize and optimize the Professional Services Automation system as well as its reporting functions and data. Ensure data quality and accuracy by working directly with accountable parties (e.g., sales pipeline hygiene)
• Work with the Finance team, Sales, and Services leadership on planning, forecasts, P&L, and financial reporting
• Support EOM/EOQ closing by working with Finance (accurate and timely submission of billable hours, expenses, partner invoices, etc.)
• Develop and update critical analyses alongside the Services Leadership team to understand the market and to support data-driven decision-making
• Provide operational support, working across organizational lines (e.g., Sales, Product, Services)
• Develop advanced knowledge of Veeva Services’ policies, processes, data, and systems with the ability to coach the team in those areas
• Identify, own, and drive initiatives or special projects to scale the business, e.g., an overhaul of the Services’ content landscape or development of policy/process assets to aid the Services team
• Enable teams for success by performing onboarding training, providing support and guidance on policies and procedures
• Facilitate compliance with certifications
• Own Services events (e.g., FKO, Summit)
• Propose and provide insights on business KPIs and monitor Hill to Climb
• Ensure smooth operations and compliance, and remove roadblocks for routine operations

Preferred Qualifications

• Program Management experience, either having led or supported large-scale programs
• Change Management experience, either having led or supported change management programs

Benefits

Work from home or in the office