Director Services Business Operations

Position:

Job Description:

Why You'll Love This Role:

The Director, Global Services Business Operations serves as the strategic operating partner to the General Manager, Global Services, responsible for building and leading the operational framework that enables the organization to scale profitably, efficiently, and predictably.

This leader owns business performance management, forecasting, operational governance, business process operations, sales operations, capacity planning, business intelligence, systems integration, and strategic transformation initiatives. Working closely with Service Delivery, Sales & GTM, Portfolio Management, Customer Success, Finance, Technology, and regional leadership teams, the Director drives operational excellence and translates business strategy into measurable execution.

What You'll Do:

Business Performance & Planning

• Lead business operating reviews, scorecards, and KPI management.
• Own forecasting, reporting, and performance visibility.
• Drive accountability to plans, targets, and strategic priorities.
• Identify risks, opportunities, and corrective actions.

Forecasting, Financial Planning & Capacity Management

• Lead revenue, margin, bookings, backlog, and resource forecasting.
• Support annual planning, budgeting, and long-range strategy.
• Establish capacity planning across all service lines.
• Optimize utilization, workforce productivity, and hiring plans.

Operational Excellence & Governance

• Establish operating standards, governance, and performance management.
• Align Sales, Portfolio, Delivery, Customer Success, Finance, and Technology.
• Drive process standardization, automation, and scalability.
• Lead continuous improvement initiatives that enhance efficiency and profitability.

Business Process Operations

• Own and optimize core Services processes, including lead-to-order, quote-to-cash, resource-to-revenue, service delivery, and renewals.
• Establish process governance, controls, documentation, and performance metrics.
• Eliminate operational friction and reduce cycle times across cross-functional workflows.
• Drive process standardization and automation across North America and EMEA.

Sales Operations

• Support pipeline governance, forecast management, and opportunity visibility across the Services business.
• Improve CRM data quality, sales process discipline, and forecasting accuracy.
• Deliver sales performance analytics, dashboards, and business insights.
• Partner with Sales leadership to improve bookings performance, services attach rates, and commercial execution.

Commercial Operations & Business Intelligence

• Provide leadership for pricing, profitability, and recurring revenue performance.
• Monitor offer adoption, margins, backlog health, and business performance.
• Deliver executive dashboards, analytics, and actionable insights.
• Improve systems integration, reporting automation, and quote-to-cash execution.

Strategic Initiatives

• Lead transformation initiatives that support growth and operational maturity.
• Translate strategy into roadmaps, metrics, and accountability.
• Develop business cases for investments, acquisitions, and new offerings.
• Serve as a strategic advisor to the General Manager.
  

Who We're Looking For:

• 10+ years of leadership experience in business operations, services operations, finance, strategy, consulting, or related disciplines.
• Experience within technology services, managed services, professional services, or IT services organizations.
• Strong financial, analytical, forecasting, and business planning capabilities.
• Proven success building KPI frameworks, executive reporting, forecasting processes, and scalable operating models.
• Experience leading cross-functional transformation, process improvement, and operational excellence initiatives.
• Strong executive communication, influence, and stakeholder management skills.
• Bachelor's degree required; MBA or equivalent experience preferred.

Work Arrangement:

Fully Remote: Must be able to travel to an Arrow office location as requested by Arrow leadership.

What's In It For You:

At Arrow, we're committed to helping our employees thrive, both at work and beyond. Along with competitive compensation, we offer a range of benefits that support your health, financial well being, work-life balance, and professional growth. Your benefits may include:

• Medical, Dental, Vision Insurance
• 401k, With Matching Contributions
• Short-Term/Long-Term Disability Insurance
• Health Savings Account (HSA)/Health Reimbursement Account (HRA) Options
• Paid Time Off (including sick, holiday, vacation, etc.)
• Tuition Reimbursement
• Growth Opportunities
• And more!

About Arrow

We believe new technologies have the power to make life not only different, but better. At Arrow, we're helping make that future possible. We enable customers and suppliers to design and distribute technology around the world, connecting people, ideas, and innovation to solve real-world challenges. Guided by our purpose of making the benefits of technology accessible to all, we provide expertise, solutions, and connections that help shape what's next. As a global technology solutions provider, Arrow offers opportunities to learn, collaborate, and build a meaningful career while making an impact around the world.

Life at Arrow

At Arrow, we believe innovation starts with people. We create an environment where collaboration, curiosity, and continuous learning help our employees grow and make a meaningful impact every day. From your first day, you'll have opportunities to build new skills, work alongside talented teams around the world, and contribute to technology that helps shape a better future. Because when our people grow, innovation moves forward.

Annual Hiring Range/Hourly Rate:

Actual compensation offer to candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level. The pay ratio between base pay and target incentive (if applicable) will be finalized at offer. 

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Time Type:

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EEO Statement:

Arrow is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, gender, age, sexual orientation, gender identity, national origin, veteran or disability status. (Arrow EEO/AAP policy)

All Arrow job postings are for existing job vacancies. We anticipate this requisition will be open for a minimum of five days, though it may be open for a longer period of time. We encourage your prompt application.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.