Description
We are seeking an experienced, strategic, and operational leader to join our Order-to-Cash (O2C) organisation as the Senior Manager, Provisioning.
In this role, you will define the operational vision, long-term roadmap, and fulfillment standards for our global provisioning function. You will lead a global team responsible for the timely, accurate execution of SaaS tenant activations, contract adjustments, and license fulfillments across all enterprise product lines.
Key Responsibilities
Strategic & Operational Leadership
- Establish and execute the operational roadmap, capacity models, and service-level agreements (SLAs) for global provisioning in alignment with Order-to-Cash (O2C) objectives.
- Maintain rigorous queue governance, standard operating procedures (SOPs), and quality controls to drive high accuracy and throughput across all fulfillment queues.
- Partner with Business Technology and Engineering teams to prioritize automation initiatives, API integrations, and system enhancements that reduce manual touchpoints.
Escalations & Stakeholder Management
- Serve as the senior escalation point for urgent fulfillment requests, deprovisioning escalations, complex contract structures, technical support blockers, and direct enterprise customer inquiries.
- Partner with Sales, Deal Desk, Legal, and Billing to streamline order handoffs, validate non-standard contractual terms, and resolve operational blockers prior to fulfillment.
- Provide regular operational readouts, KPI scorecards, and performance trends to senior leadership.
Compliance, Audit & Quality Governance
- Create and oversee regular reconciliation between CRM/ERP systems (Salesforce, NetSuite) and production fulfillment environments to ensure contract and tenant alignment.
- Enforce strict adherence to internal controls, SOX requirements, and SOC compliance frameworks for all provisioning operations.
- Support operational requirements for public sector and regulated environments (e.g., FedRAMP fulfillment protocols).
Team Building & Talent Development
- Lead, coach, and scale a high-performing, globally distributed operational team, cultivating a culture of accountability, precision, and operational ownership.
- Build structured onboarding programs, competency frameworks, and clear career development paths to develop and retain talent.
- Optimize global shift models and resource allocation to ensure resilient, continuous fulfillment coverage.
Qualifications
- 8+ years of progressive experience in Provisioning, Support, Deal Operations, Sales Operations, or Order-to-Cash within an enterprise SaaS environment with a minimum of 4 in provisioning.
- 4+ years of direct people-management experience leading and developing global or multi-site operational teams.
- In-depth understanding of the Quote-to-Cash (Q2C) lifecycle, SaaS subscription mechanics, and order-to-provisioning workflows.
- Hands-on experience with enterprise tools including Salesforce CPQ, NetSuite, and workflow/ticketing platforms (e.g., Jira, ServiceNow, or SFDC cases).
- Practical knowledge of SOX compliance, order verification controls, and audit processes.
- Strong communication and problem-solving skills with demonstrated experience managing high-visibility escalations with customers and senior leaders.
The annual base salary range for this position for candidates located in the San Francisco Bay area is between: $174,000-$240,000 USD For candidates located in California (excluding San Francisco Bay Area), Colorado, Illinois, New York and Washington, the range is: $156,000-$215,000 USD