Delivery Operations Manager

📋 Description

• Lead and oversee a team of Delivery Operations Analysts, encompassing hiring, performance management, professional development, and daily coaching.

• Take ownership of team KPIs, including on-time go-live rates, time-to-resolution, implementation cycle times, and client satisfaction scores.

• Establish and sustain operational routines — including weekly standups, sprint reviews, stakeholder reporting, and escalation management.

• Identify bottlenecks and process deficiencies throughout the delivery lifecycle and implement scalable solutions.

• Act as the escalation point for high-priority or at-risk client accounts.

• Function as the operational lead for onboarding newly acquired companies into the organization’s systems, processes, and culture.

• Design and implement integration playbooks that encompass tools, workflows, reporting structures, and team harmonization.

• Collaborate with cross-functional teams (Finance, IT, HR, Legal, Business Units) to manage changes across acquired entities.

• Facilitate stakeholder workshops and training sessions to align acquired teams with current operating standards.

• Monitor integration milestones, risks, and dependencies — providing progress updates to senior leadership throughout the transition.

• Develop and maintain governance frameworks for project delivery, which include SOPs, templates, RACI models, and escalation protocols.

• Apply professional services and business consulting project lifecycle methodologies to standardize delivery practices across the team and client base.

• Champion continuous improvement initiatives focused on both personnel and processes.

• Create and sustain a centralized project management infrastructure to guarantee visibility of delivery across all active accounts.

• Oversee team utilization of JIRA, Salesforce, and Microsoft Dynamics 365 (D365) — ensuring data accuracy, process adherence, and cross-system consistency.

• Develop and maintain operational dashboards and reporting frameworks utilizing Power BI or similar tools.

• Define and implement data governance practices across delivery tools to eliminate duplication and ensure real-time accuracy.

⛳️ Requirements

• 5+ years of experience in delivery operations, professional services, or implementation management — with a minimum of 2 years in a people management role — Nice to have.

• Proven experience in managing and mentoring a team of analysts or operations specialists.

• Practical experience supporting M&A onboarding, company integration, or large-scale organizational change management.

• Strong background in process improvement with the capability to document, analyze, and redesign operational workflows.

• Active hands-on experience with JIRA (for operations workflow management, not just ticketing), Salesforce, and Microsoft Dynamics 365.

• Proficient in data reporting tools such as Power BI or equivalent.

• Exceptional English communication skills — both written and verbal — with the ability to present to VP-level and higher.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive work environment.