Senior Manager, Provisioning

We are seeking an experienced, strategic, and operational leader to join our Order-to-Cash (O2C) organization 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. You will serve as the primary operational escalation point for executive leadership, technical support, and customers regarding fulfillment and order activation and deactivation while partnering closely with Sales, Deal Desk, Legal, and Business Technology.

Key Responsibilities

1. Strategic & Operational Leadership

• Define Function Strategy: Establish and execute the operational roadmap, capacity models, and service-level agreements (SLAs) for global provisioning in alignment with Order-to-Cash (O2C) objectives.
• Operational Excellence: Maintain rigorous queue governance, standard operating procedures (SOPs), and quality controls to drive high accuracy and throughput across all fulfillment queues.
• Systems & Process Automation: Partner with Business Technology and Engineering teams to prioritize automation initiatives, API integrations, and system enhancements that reduce manual touchpoints.

2. Escalations & Stakeholder Management

• Leadership & Customer Escalations: Serve as the senior escalation point for urgent fulfillment requests, deprovisioning escalations, complex contract structures, technical support blockers, and direct enterprise customer inquiries.
• Cross-Functional Collaboration: Partner with Sales, Deal Desk, Legal, and Billing to streamline order handoffs, validate non-standard contractual terms, and resolve operational blockers prior to fulfillment.
• Executive Reporting: Provide regular operational readouts, KPI scorecards, and performance trends to senior leadership.

3. Compliance, Audit & Quality Governance

• Reconciliation & Integrity: Create and oversee regular reconciliation between CRM/ERP systems (Salesforce, NetSuite) and production fulfillment environments to ensure contract and tenant alignment.
• Audit & SOX Readiness: Enforce strict adherence to internal controls, SOX requirements, and SOC compliance frameworks for all provisioning operations.
• Specialized Compliance Standards: Support operational requirements for public sector and regulated environments (e.g., FedRAMP fulfillment protocols).

4. Team Building & Talent Development

• People Leadership: Lead, coach, and scale a high-performing, globally distributed operational team, cultivating a culture of accountability, precision, and operational ownership.
• Talent Enablement: Build structured onboarding programs, competency frameworks, and clear career development paths to develop and retain talent.
• Resource Management: Optimize global shift models and resource allocation to ensure resilient, continuous fulfillment coverage.

Qualifications

• Experience: 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.
• People Management: 4+ years of direct people-management experience leading and developing global or multi-site operational teams.
• Domain Knowledge: In-depth understanding of the Quote-to-Cash (Q2C) lifecycle, SaaS subscription mechanics, and order-to-provisioning workflows.
• Systems Proficiency: Hands-on experience with enterprise tools including Salesforce CPQ, NetSuite, and workflow/ticketing platforms (e.g., Jira, ServiceNow, or SFDC cases).
• Compliance & Controls: Practical knowledge of SOX compliance, order verification controls, and audit processes.
• Executive Presence: Strong communication and problem-solving skills with demonstrated experience managing high-visibility escalations with customers and senior leaders.
• Education: Bachelor’s degree in Business Administration, Information Systems, Finance, or equivalent practical experience in addition to 8 above.

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