Director, Services Operations

US - MA - Boston

Location(s)

US - MA - Boston

Team(s)

Business Support, Security Services



Company Description
 

 Rapid7 (NASDAQ: RPD) is helping organizations around the globe advance securely. Our technology, services, and community-focused research simplify complexity for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, investigate and shut down attacks, and automate routine tasks. With more than 9000 customers across 120+ countries, Rapid7 is a recognized leader in cybersecurity that has proudly earned numerous industry accolades and strong recognition for our technology and culture. Learn more at www.rapid7.com. 
 

The Opportunity
 

 Rapid7 is seeking an exceptional leader as the Director, Services Delivery Operations to lead our services and managed services operations team as well as our client facing project management team. This key role is critical to ensure that we are delighting our customers by orchestrating the delivery of customer value as we deploy our industry-leading security platform portfolio, as well as Managed Services and Strategic Consulting Services. The Director, Services Delivery Operations will be responsible for successfully engaging with delivery and selling teams to lead customer services engagements, and scaling and driving improvement and effective practices and processes that have our customer outcomes and experience at the center. In addition, the Director will be responsible for orchestrating the strategies to manage the services and managed services P&L's to continue to drive the top line while positively impacting customer outcomes. 
  

As the Director, Services Operations your goal is to set the course for this highly impactful and visible part of the Rapid7 organization positively impacting revenue growth and our customer's experience. You must be adept at fostering relationships with customer organizations, have exceptional communication skills, and ability to lead and influence in a fast-paced, matrix and highly collaborative environment. Reporting to the Vice President of Business Operations, and partnering with the Consulting and Services functions, you will play a key role in the current and future strategy of our services business. In addition, you will be partnering across the Rapid7 organization GTC teams: Sales, Pre-Sales Engineering, Support, Product Practices, and Marketing. 

A successful candidate will have an ability to evaluate and develop areas of improvement for key projects and business processes, while building, growing and coaching a high performing and diverse team  to drive great customer outcomes. This individual is expected to successfully engage globally and helps build our presence in diverse markets and industries. You could be the leader that can help this team achieve massive impact!
 

Essential Responsibilities 

  • Manage operational budgets for the Managed Services, and Professional services organizations. Manage revenue and margin forecasting, resource utilization and capacity planning for those teams. 

  • Lead operational performance management initiatives within the services organizations to drive scale and growth. Partner with our Finance organization to meet our goals and drive visibility. 

  • Drive and scale our services project management function to meet the demands of a growing Services business, and ensure delivery excellence across all projects for both customers and internal stakeholders 

  • Envision and implement Go-To-Customer Engagement strategies that support the adoption, education and empowerment of our customers

  • Redefine processes that push the team to work seamlessly across a matrix organization delivering world-class service to customers

  • Evolve and establish project planning standards to provide a consistent experience to our customers across all our Services

  • Develop and ensure effective implementation of key processes and tools to support services projects, revenue management and project portfolio management for all project components (i.e., scope definition, analysis and planning, implementation, change management and deliverables)

  • Effectively handle escalations leading major project team discussions and driving to appropriate actions and resolution

  • Facilitate communication, understanding and impact with Rapid7 leadership and other key strategy stakeholders, including regular updates and progress meetings

  • Lead the Managed Services and Services Operations team in 

  • Support the PMO leadership team in monitoring the scope, quality, schedule of our services portfolio, including periodically working with service line directors and project leads to review and assure delivery of all major strategy and project deliverables and milestones

  • Collaborate with other departments including Marketing, Customer Experience, Sales, Operations, Support, and Product to ensure the intended outcomes of each engagement and offering is maximized

  • Manage and provide direction and leadership to the team to ensure the overall highest-level delivery, quality control, and management of projects

     

Job Requirements
 

The ideal candidate will be an excellent leader and will have significant experience in managing projects and teams to directly drive customer outcomes with proven experience managing complex, multi-stakeholder programs, and customer initiatives. Looking for someone with passion, energy, intellect and drive that can bring fresh ideas, that is accomplished in developing and aligning strategies with business priorities, and developing standards and best practices for service delivery.

  • Mastery of project management practice in a complex, deadline-driven environment. This includes a mix of both high and low-touch customers

  • Problem solver, impact-oriented, self-motivated, highly-organized and collaborative individual 

  • Demonstrated experience in successfully leading complex projects with high-level results

  • Proven record of managing all facets of project management including planning, implementation, delivery, and closeout as well as demonstrated ability to synthesize complex information and documentation 

  • Bachelor's Degree required; minimum 5-7 years of experience leading, scaling and developing a project management team in customer-facing, enterprise-level project management in Cyber-Security, SaaS, digital agencies, or technology consulting organizations

  • Strong track record of budget management, project and contract functions, and revenue management

  • Excellent leader with a passion for developing and coaching teams, and driving a cooperative and accountable team environment 

  • Skilled negotiator and communicator that drives operational excellence. 

  • Proven experience recommending, implementing, and integrating processes, tools, and best practices

  • Demonstrated ability to work cross-functionally to create impact; experience supporting sales teams with selling and scoping project work 

  • Experience leading cross-functional teams and managing across multiple geographically dispersed offices

  • Project management certification (PMP) and/or formal coursework/training in project management strongly preferred

  • Experience with time and management systems (Netsuite SRP, FinancialForce, MS Project or similar); experience with SalesForce a plus