Resource Manager

As a Resource Manager within our Global Services Operations team, you will play a critical role in enabling the successful delivery of professional services by optimizing resource capacity and aligning talent with project demands. Working closely with delivery leaders, project managers, and senior resource managers, you will ensure our teams have the right skills available at the right time to exceed customer expectations and drive operational excellence.

What you will do:

• Develop a thorough understanding of Professional Services offerings, departmental policies, and operational processes to effectively support resource management activities.

• Build and maintain strong partnerships with Professional Services delivery leadership and team members to ensure alignment on resource planning and project execution.

• Monitor the service opportunity pipeline to anticipate upcoming projects, resource requirements, and capacity constraints.

• Collaborate with internal stakeholders to validate required effort/resourcing, resource requirements, adjusting plans proactively as business priorities evolve.

• Set up new projects in the Professional Services Automation (PSA) platform and provide continuous support to accommodate project scope changes.

• Assign appropriate resources to project roles in close collaboration with delivery leads and project managers, ensuring alignment of skills and availability.

• Work alongside Senior Resource Managers to maintain visibility into resource capacity, forecast demand, identify bottlenecks, and facilitate conflict resolution to support strategic business priorities.

• Proactively mitigate resource challenges by recommending reallocation or augmentation of staff to maintain project momentum.

• Support time capture and management processes to ensure accurate reflection of resource time and forecast data for operational reporting.

• Contribute to managing and optimizing resource utilization processes, helping to drive efficiency and maximize return on talent investment.

• Participate in cross-functional initiatives aimed at Professional Services process improvement and operational excellence.

What you have:

• 2-4 years resource management or project management experience, ideally at a technology company or relevant consultancy

• Effective, clear, and concise communication skills, verbal and written

• Outstanding interpersonal and influence skills

• Strong conflict resolution and problem-solving skills, with the ability to confidently negotiate across multiple stakeholder groups and competing priorities 

• Results-driven and self-motivated with the ability to multitask

• An appetite for customer service, perseverance, and resourcefulness

• Detail-oriented with a knack for organization and process improvement

• Love for teamwork and commitment to building a world-class, enterprise-class global customer experience together

• Experience working within a Professional Services Automation (PSA) tool (for example, Certinia, Kantata, or equivalent), including project creation, resource staffing and assignments, as well as report design and enhancement, is a plus.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request.