Services Operations Specialist

Quadbridge•Waterloo, ON

26d•$85,000•Hybrid

About The Position

The Services Operations Specialist is responsible for supporting the day-to-day operations and financial performance of the services organization. This role partners closely with Services Leadership, Finance, Sales, and Delivery teams to ensure accurate billing, effective resource utilization, reliable forecasting, and disciplined operational processes. This position is ideal for a detail-oriented, analytically minded professional who understands how services delivery, financial performance, and operational rigor come together in a technology services business. This role will be reporting to the VP, Professional Services The Services Operations Manager is critical to ensuring the services organization operates with financial discipline, operational clarity, and predictable performance, enabling delivery teams to focus on customer outcomes while leadership makes informed, data-driven decisions. Within the first year, this role will help drive improved services margin predictability, higher billable utilization, cleaner forecasting accuracy, and scalable operational processes that support growth. You will be successful in the role if you: · Have operated inside a professional services P&L · Enjoy building order from ambiguity · Are comfortable challenging leaders with data · Care deeply about forecast accuracy and operational discipline

Requirements

5–8+ years of experience in services operations, business operations, or financial operations, ideally within a technology or professional services environment.
Strong understanding of: o Professional services billing models (T&M, fixed-fee, retainers) o Utilization and capacity planning o Services forecasting and financial reporting
Experience working with PSA, ERP, and CRM platforms (e.g., NetSuite, ConnectWise, etc.).
Advanced analytical and Excel / reporting skills.
Strong attention to detail with the ability to operate at both tactical and strategic levels.
Operational discipline and financial acumen
Strong communication and stakeholder management
Ability to translate data into actionable insights
Process-oriented mindset with a bias toward continuous improvement
Comfortable working in a fast-paced, cross-functional environment

Nice To Haves

Experience supporting a growing or scaling services organization.
Familiarity with revenue recognition principles for professional and managed services.
Experience partnering with Finance, Sales, and Delivery leadership.
Background in technology consulting, MSPs, VARs, or SaaS services organizations.

Responsibilities

Own and manage services billing processes, ensuring accuracy, timeliness, and alignment with contracts and statements of work (SOWs).
Partner with Finance on forecasting, revenue recognition, invoicing schedules, and backlog management.
Monitor services margins, billable utilization, and cost drivers; identify risks and improvement opportunities.
Oversee pricing, rate cards and discount governance for services.
Define and enforce standards for project and agreement setup, time entry, billing milestones and reporting.
Lead resource planning and allocation across projects and engagements.
Track and report on billable utilization, capacity, and demand vs. supply.
Partner with Services Leadership to resolve resourcing conflicts and optimize team deployment.
Maintain accurate skills, availability, and role data within the PSA system.
Develop and maintain services revenue, margin, and capacity forecasts.
Produce regular operational dashboards and reports for leadership, including: o Utilization and capacity o Revenue vs. forecast o Backlog and pipeline conversion o Project financial health
Analyze trends and variances, providing insights and recommendations to improve predictability and performance.
Lead the operational administration of customer contracts, SOWs, change orders, and renewals.
Ensure operational compliance with contract terms (billing milestones, T&M vs. fixed-fee, deliverables).
Partner with Sales and Legal to review services terms during deal structuring.
Maintain accurate documentation and audit trails within CRM, PSA, or ERP systems.
Own and improve core services operations processes, including order-to-cash and project setup.
Responsible for services data integrity and operational workflows across PSA, CRM, and ERP tools, ensuring data quality and process adoption.
Identify opportunities to improve efficiency, scalability, and reporting accuracy.
Support services leadership with operational readiness for growth, new offerings, or organizational change.

Benefits

Invest in Your Future – Benefit from our RRSP program to help you plan ahead.
Grow With Us – Take advantage of ongoing professional training and development opportunities.
Comprehensive Coverage – A complete health, dental, life and LTD insurance plan
Top-Tier Equipment – We provide everything you need to do your best work.
A Vibrant Workplace – Join us for monthly social and team building events.
Perks You’ll Love – In our Montreal office, enjoy an onsite chef and gym.
Stay Connected – Receive a phone allowance to keep you plugged in.
Bring Your Best Friend – Our offices are pet-friendly!

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