Service Operations Manager

For more than 40 years, Calian has been solving the world’s most complex problems by pairing the brightest minds with powerful technology. Calian solutions impact the world; from the satellites in space that connect us to the farms that feed us, from the medical professionals who care for us to the governments, schools, and companies that make the world better every day.

Position Overview

The Service Operations Manager plays a critical role in ensuring the seamless execution and delivery of Internal and client facing projects, building tools & processes, managing contracts, and overseeing financial reporting. This individual is responsible for optimizing project utilization, driving operational efficiency, ensuring financial accuracy, and maintaining compliance with contractual obligations. The Service Operations Manager collaborates closely with cross-functional teams, including project managers, finance, and sales, to ensure service excellence and financial success.

Responsibilities

Plays a key role in in ensuring the seamless execution and delivery of internal and client-facing projects, managing contracts, overseeing financial reporting, and building related tools & processes.  Provide administrative and analytical support within the PMO team.  Collect and analyze project reports and data, such as budgets, schedules, and performance metrics for identifying trends, issues, and opportunities for improvement. Maintain project documentation, standard templates & processes, track resource capacity & schedules, coordinate meetings & training, and support budgeting and financial tracking.
1.    Project Utilization & Management
•    Act as an escalation lead and provide delivery support to Project managers with active projects risks, issues and decision making.  Ensure project health is managed and client objectives are met.
•    Monitor and optimize resource allocation to ensure maximum utilization across all service projects.
•    Collaborate with project managers & directors to align resource availability with project requirements.
•    Identify and address potential underutilization or overutilization of team members.
•    Establish metrics and dashboards to track and improve utilization rates.
2.    Process Improvement and Stakeholder Collaboration
•    Continuously improve operational processes related to project execution, financial reporting, and contract management.
•    Act as a liaison between service teams, finance, and sales to align goals and priorities.
•    Lead training sessions to ensure teams understand and adhere to operational and financial procedures.
•    Drive adoption of tools and systems to enhance visibility and reporting across projects & departments.
3.    Forecasting and Revenue Recognition
•    Develop accurate revenue forecasts based on project schedules, milestones, and backlog data.
•    Collaborate with finance teams to implement revenue recognition practices in compliance with accounting standards
•    Identify variances between forecasted and actual revenues and recommend corrective actions.
•    Monitor project budgets and ensure financial targets are met or exceeded.
4.    Financial Reporting of Backlog
•    Oversee the tracking and reporting of project/service backlog, ensuring data accuracy and timeliness.
•    Provide summary reports to exec stakeholders on project metrics, progress and revenue recognition.
•    Analyze backlog trends and recommend strategies for optimizing financial outcomes.
•    Partner with finance teams to ensure alignment with overall business reporting standards.
5.    Contract/Agreement Management
•    Manage and optimize the contract approval process;  maintain process standards & documentation
•    Review and manage service contracts to ensure compliance with terms and conditions.
•    Maintain detailed records of contract deliverables, timelines, and associated risks.
•    Serve as the point of contact for contract amendments, renewals, and disputes.
•    Ensure all contractual obligations align with organizational capabilities and customer expectations.

Qualifications

•    Bachelor’s degree in Business Administration, Operations Management, Finance, or a related field (MBA preferred).
•    5+ years proven experience in service operations, project management, or a similar role.
•    Strong understanding of project forecasting, resource utilization strategies, contract management, and financial reporting.
•    Expertise in revenue recognition standards and forecasting methods.
•    Proficiency with project management tools (e.g., MS Project, Jira, ConnectWise, MS office suite) 
•    Background with CRM and financial related software an asset (e.g., SAP, Oracle, QuickBooks).
•    Exceptional analytical skills with a keen attention to detail.
•    Strong interpersonal and communication skills to work effectively with cross-functional teams.

Job Title: Service Operations Manager
Date: December 13, 2024
Location 1: Toronto, ON
Remote: Hybrid
Business Unit: IT & Cyber Solutions
Department: Information Systems & Information Technology
Job Type: Full-time
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