Services Operations and Engagement Lead
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 world’s most iconic brands to build lifelong relationships with their customers—seamlessly, 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 L’Oréal, Sitecore helps brands transform engagement through experiences that are not only personalised but predictive and dynamic.
Our foundation is our people—a 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 values guide 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.
Learn more at Sitecore.com.
About the Role:
The Services Operations and Engagement Lead is a strategic leader responsible for shaping and executing the transformation of Sitecore’s 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 initiatives, optimise end-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 You’ll Do:
- Develop and execute the strategic vision for Services operations, aligning with Sitecore’s 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 to identify and 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 globally. We’re dedicated to fostering growth, innovation, and a commitment to 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, veteran status or any other local legally protected characteristic.