Dynatrace is a one-product software company creating real value for the largest enterprises and millions of end customers globally. They are seeking a Senior Business Operations Analyst to drive delivery operations, process governance, and operational excellence for the Professional Services organization.
Responsibilities:
- Design, implement, and continuously improve operational processes that support Professional Services delivery teams in executing customer engagements aligned to Statements of Work (SOWs), timelines, and contractual scope
- Analyze delivery performance, utilization, margin, and execution data to identify trends, operational gaps, and opportunities for improvement across the Professional Services organization
- Develop, document, and maintain policies and standard operating procedures related to services delivery, engagement governance, and operational compliance
- Secure approvals and partner with leadership to ensure consistent enforcement
- Partner with Business Systems and Operations teams to ensure systems and tooling (Salesforce, etc.) effectively support Professional Services workflows, including project tracking, resource management, billing, and forecasting
- Gather requirements and oversee implementation, change management, and enablement
- Support and provide guidance on the operational roadmap for Professional Services initiatives, outlining near‑term improvements and longer‑term operational capabilities
- Conduct regular operational reviews, reporting on delivery performance, execution effectiveness, and completed initiatives, with actionable insights for Professional Services leadership
- Collaborate closely with Dynatrace ONE Strategy, Professional Services leadership, Finance, Product, Sales, and Engineering to ensure alignment on services delivery models and operational priorities
Requirements:
- Bachelor's degree in Business, Operations, Analytics, or a related field
- 6+ years of experience in professional services operations, delivery operations, or business operations within a SaaS or technology organization
- Demonstrated expertise in services delivery operations, utilization management, process and policy development, and operational governance
- Strong analytical and organizational skills, with experience in operational planning, performance reviews, and executive reporting
- Proficiency with Salesforce
- Excellent communication and cross‑functional collaboration skills, with the ability to influence leadership and delivery teams
- Proven experience creating, approving, and enforcing operational policies and standards
- Ability to manage multiple initiatives and priorities in a complex, fast‑paced environment