Manager, Services Operations

Hybrid role in Charlotte, NC

The Client Services Operations Manager is responsible for day-to-day Operations supporting Intapp’s Client Services delivery organization. This role involves project set-up and time entry process ownership, coordination with financial teams on related workflows, optimizing ticket management, and ongoing system support and enhancements. Additionally, the Operations Manager is responsible for people management: fostering team development, and ensuring staff productivity and engagement.

What you will do:

Project Set up, Time Entry & Service Request Management

• Efficiently triage, prioritize and drive timely resolution of all service requests and escalate issues that fall under adjacent internal teams as needed
• Ensure projects are set up within SLAs
• Monitor ticket volume, response times, and resolution rates to improve service performance and collaborate with technical teams to streamline and improve workflows

Billings, Collections and Concession Management

• Work with finance teams to ensure accurate and timely billing according to contracts and services agreements
• Coordinate across cross functional teams to support collection efforts
• Management of concession and project investment approvals

Systems & Technology Management

• Oversee implementation of new features, maintenance of PSA and ticketing systems and drive adoption of technology solutions that improve efficiency and collaboration
• Ensure data integrity, reporting accuracy and facilitate business reviews with key stakeholders
• Maintain SOX compliance and control adherence for User access

Operational Strategy & Process Improvement

• Identify areas for process optimization and implement best practices to enhance operational efficiency
• Act as a liaison between services, finance, sales, and executive leadership

People Management & Team Leadership

• Foster a culture of collaboration, accountability, and continuous learning
• Provide coaching, mentorship, performance feedback and career development opportunities for team members
• Manage a team of operations professionals in distributed geographies and time zones

What you will need:

• Bachelor's degree in business administration, operations management, IT, or a related field (MBA preferred).
• 5+ years of experience in professional services operations, consulting, or IT service management.
• 3+ years in management leading a team
• Strong understanding of ticket management systems (e.g., FreshService, ServiceNow, Jira, Zendesk) and ITIL best practices.
• Experience managing teams, including hiring, performance management, and professional development.
• Proficiency in PSA tools (e.g., Salesforce, NetSuite OpenAir, Mavenlink)
• Analytical mindset with strong problem-solving abilities.
• Excellent communication, leadership, and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Experience:

• Experience in a consulting, IT services, or SaaS-based professional services organization.
• Familiarity with contract management, pricing models, and revenue recognition principles.
• Change management experience to drive operational improvements.

What you will gain at Intapp:

Our culture at Intapp emphasizes accountability, responsibility, and growth.  We support each other in a positive, open atmosphere that fosters creativity, approachability, and teamwork. We’re committed to creating a modern work environment that’s connected yet flexible, supporting both professional success and work-life balance. In return for your passion, commitment, and collaborative approach, we offer:

• Competitive base salary plus variable compensation and equity

• Generous paid parental leave, including adoptive leave

• Traditional comprehensive benefits, plus:

  • Generous Paid Time Off

  • Tuition reimbursement plan

  • Family Formation benefit offered by Carrot

  • Wellness programs and benefits provided by Modern Health

  • Paid volunteer time off and donation matching for the causes you care about

• Opportunities for personal growth and professional development supported by a community of talented professionals

• An open, collaborative environment where your background and contributions are valued

• Experience at a growing public company where you can make an impact and achieve your goals

• Open offices and kitchens stocked with beverages and snacks

#LI-JS2

Intapp provides equal employment opportunities to all qualified applicants and will make hiring decisions without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristic protected by federal, state or local laws. All offers are contingent upon passing a criminal history and other background checks if applicable to the position.

Please note: Intapp will not hire through text message, social media, or email alone. We will never extend a job offer unless you have been contacted directly by an Intapp recruiter and have participated in the interview process which will generally consist of 3 or more virtual or in person meetings. Please note that Intapp only uses company email addresses, which contain “@intapp.com” or “@dealcloud.com” to communicate with candidates via email. Intapp will never ask for financial information of any kind or for any payment during the job application process. We post all legitimate job openings on the Intapp Career Site at https://www.intapp.com/working-at-intapp/. If you believe you were a victim of such a scam, you may contact your local authorities. Intapp is not responsible for any claims, losses, damages, or expenses resulting from scammers.