Services Operations and Engagement Lead
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Job Summary
Description
About Us:
At Sitecore our mission is to simplify how brands reach engage and serve people by delivering intelligent personalised digital experiences that connect the world. We empower the worlds most iconic brands to build lifelong relationships with their customersseamlessly smartly and at scale.
As the leading provider of agentic digital experience software Sitecore brings together content commerce and data into one composable platform that enables brands to deliver millions of meaningful adaptive experiences every day. Trusted by global leaders such as American Express Porsche Starbucks and LOréal Sitecore helps brands transform engagement through experiences that are not only personalised but predictive and dynamic.
Our foundation is our peoplea diverse passionate and collaborative global team spanning over 25 countries. We believe that every experience matters and that belief starts with how we work together.Our valuesguide how we lead innovate and connect. They are the behaviours that bring our mission and vision to life every day in every interaction.
As we continue to evolve we are actively cultivating AI skills across our teams to unlock new levels of creativity efficiency and insight. From engineering to customer experience AI capabilities are becoming integral to how we design build and deliver the next generation of digital experiences.
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About the Role:
The Services Operations and Engagement Lead is a strategic leader responsible for shaping and executing the transformation of Sitecores Services business model. This role goes beyond operational management to drive innovation operational excellence and scalable growth across our global Services organisation.
You will design and lead transformation initiativesoptimiseend-to-end service delivery and ensure our operational frameworks enable high-impact client outcomes. As a key member of the Services leadership team you will collaborate cross-functionally to align strategy technology and talent positioning Sitecore as a leader in service excellence.
What Youll Do:
- Develop and execute the strategic vision for Services operations aligning with Sitecores business objectives and growth plans
- Lead transformation initiatives to modernise and scale the Services business model including process reengineering technology adoption and organizational change management
- Oversee operational frameworks ensuring seamless integration of systems tools and workflows to support global service delivery
- Partner with senior leadership toidentifyand implement best practices that drive efficiency quality and customer satisfaction
- Lead mentor and develop the Services Operations and Engagement Managers and broader team fostering a culture of continuous improvement and innovation
- Analyse business performance data to identify trends risks and opportunities providing actionable insights to inform decision-making
- Champion cross-functional collaboration with Sales Customer Success Product and Technology teams to deliver cohesive client experiences
- Ensure compliance with global standards and promote a culture of operational excellence and accountability
What You Need to Succeed:
- Significant experience in operations leadership within a Services or professional services business ideally in a technology or SaaS environment
- Proven track record of designing and leading large-scale transformation efforts
- Deep understanding of Services business models operational frameworks and change management
- Strong analytical skills with the ability to interpret complex data and drive strategic decisions
- Exceptional communication and stakeholder management skills with experience influencing at the executive level
- Demonstrated ability to lead and inspire a diverse cross-regional team
- Experience with Certinia ServiceNow and advanced reporting tools (e.g. Excel Power BI) is highly desirable
Additional Skills That Could Set You Apart:
- Experience working in a global matrixed organisation
- Familiarity with AI-driven service delivery and digital transformation
- Advanced degree in Business Operations or a related field
Why Sitecore
At Sitecore we offer a vibrant work culture a collaborative environment and the opportunity to work on products that shape digital experiences to fostering growth innovation anda commitmentto our employees professional and personal development. Be part of a visionary innovation-driven team shaping the next era of AI-powered content management in a leading composable DXP.
Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race color ancestry religion gender national origin sexual orientation age citizenship marital status disability veteranstatusor any other local legally protected characteristic.
Key Skills
- Business Development
- Employee Orientation
- Public Health
- Account Management
- VersionOne
- Conflict Management
- Project Management
- Relationship Management
- Team Management
- Customer relationship management
- Human Resources
- Public Speaking
About Company
Sitecore connects content, data, and personalization in one AI-powered platform. Move faster, work smarter, and create experiences that redefine what’s possible.
