Business Operations Manager

This is a fully remote position, open to applicants in Romania, +1 more country.

📋 Description

• Take ownership of the operational performance framework across various projects, time-and-materials engagements, delivery pods, managed services, run services, and other client delivery models.

• Generate weekly and monthly reports on revenue, gross margin, profitability, utilization, capacity, delivery milestones, forecast accuracy, backlog, risks, and corrective actions.

• Collaborate with Finance and delivery leaders to analyze P&L performance, investigate variances, enhance data quality, and resolve commercial issues.

• Lead and enhance operational governance reviews, ensuring that decisions have clear ownership, deadlines, and follow-through.

• Maintain visibility across the portfolio regarding delivery health, scope, milestones, resource demand, dependencies, risks, issues, client commitments, and financial performance.

• Identify underperforming engagements and coordinate actions for recovery.

• Establish and oversee contract renewal and extension processes.

• Support customer health through opportunity governance, CRM discipline, sales-to-delivery transitions, and activity tracking.

• Monitor practice improvements, Microsoft partnership designations, certifications, skills coverage, and strategic capability metrics.

• Convert leadership priorities into operational plans, dashboards, routines, and improvement backlogs.

• Lead internal business and service improvement initiatives through implementation, adoption, measurement, and handover.

• Enhance delivery and operations processes through controls, SOPs, workflows, data ownership, and escalation routes.

• Supervise operational data quality and system usage across Dynamics 365 Business Central, CRM, project management, ITSM, and reporting platforms.

• Manage, mentor, and prioritize the work of the Business Operations Analyst.

• Build relationships with senior leaders and cross-functional stakeholders, constructively challenging performance or governance gaps.

• Foster operational discipline, accountability, evidence-based decision making, and continuous improvement.

⛳️ Requirements

• Extensive experience in business operations, commercial operations, delivery operations, PMO, finance operations, or a similar role within an IT services, consulting, managed services, or technology environment.

• Strong comprehension of IT services commercial models, including fixed-price projects, time and materials, engineering or delivery pods, retainers, managed services, and run services.

• Proven experience in managing revenue, gross margin, profitability, utilization, capacity, backlog, forecasting, and milestone achievements.

• Confidence in analyzing P&L and management information, identifying variances and commercial risks, and translating findings into actionable steps.

• Demonstrated ability to design and facilitate governance forums, performance reviews, action tracking, and escalation processes.

• Advanced Excel skills and experience in building or specifying dashboards in Power BI or similar tools.

• Familiarity with ERP, CRM, project management, and ITSM systems.

• Experience in contract, renewal, or commercial lifecycle management.

• Practical operations experience, including CRM governance, reporting, forecasting, handovers, and activity management.

• Experience leading cross-functional business or service improvement projects from problem identification through implementation and adoption.

• Strong skills in process mapping, documentation, control design, and continuous improvement.

• Experience managing, coaching, or developing an analyst or operations team member.

• Excellent stakeholder management and communication abilities.

• Highly organized, numerate, commercially aware, and exceptionally detail-oriented.

• Familiarity with Microsoft partnership programs, solution designations, competencies, or certification planning is a plus.

• Experience with Microsoft Dynamics 365 Business Central, HubSpot, Jira, and Azure DevOps is advantageous.

🏝️ Benefits

• Occasional travel as needed for client or internal meetings.

• Weekly one-on-one meetings with the Director of Programs or a senior operational leader.

• Weekly one-on-one sessions and ongoing prioritization for the Business Operations Analyst direct report.