Director of Delivery Operations – Workforce Planning

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and sustain the NoAM Delivery operational framework, which includes management rhythms, decision-making forums, escalation pathways, ownership frameworks, and performance evaluations.

• Design and oversee the sales-to-delivery-to-finance operational lifecycle.

• Align regional operational practices with strategic goals, financial aspirations, and global delivery standards.

• Recognize systemic operational risks and orchestrate corrective measures.

• Provide regional leadership with insights into portfolio performance and execution wellness.

• Manage demand forecasting, capacity planning, utilization oversight, bench exposure, and workforce transparency.

• Consolidate backlog, pipeline, active projects, resource requests, skills, availability, and hiring strategies into a cohesive planning overview.

• Conduct demand, capacity, and workforce assessments with cross-functional leaders.

• Create scenario analyses for capacity deficits, over-allocation, bench risks, contractor requirements, and deployment possibilities.

• Convert forecasted demand into hiring, contractor, mobility, and capability-development suggestions.

• Maintain synchronized views of services revenue, utilization, backlog status, project direct margin, and regional gross margin.

• Enhance forecasting accuracy through project plans, assignments, estimates at completion, revenue scheduling, and variance assessments.

• Monitor project vitality, write-offs, unbilled work, billing readiness, and other indicators of margin and forecast risk.

• Define and uphold the regional delivery Key Performance Indicator (KPI) framework.

• Produce executive-ready reports and decision narratives.

• Analyze trends, drivers, and forecast discrepancies.

• Enhance source data integrity through validation, exception reporting, and accountability.

• Present leadership with options, implications, recommended actions, confidence levels, and limitations of data.

• Act as the primary operational partner to the NoAM VP Delivery.

• Foster alignment across Delivery, Sales, Engagement, Finance, People & Culture, and global operations.

• Clarify roles, decision-making rights, and accountability among delivery, resource management, finance, and commercial teams.

• Serve as the regional business owner for Delivery operations needs in PSA, CRM, and reporting systems.

• Lead assigned delivery operations personnel and advocate for additional capabilities.

⛳️ Requirements

• Proven leadership experience in delivery operations, PMO, resource management, or business operations within a professional services or consulting environment.

• Comprehensive understanding of professional services and managed services delivery models, encompassing project economics and the sales-to-delivery-to-finance lifecycle.

• Experience in creating demand, capacity, utilization, and workforce planning processes at a regional or business-unit level.

• Strong financial acumen, including services forecasting, budgeting, margin management, and variance analysis.

• Experience in defining KPI frameworks, enhancing data quality, and transforming complex operational data into executive-ready decisions.

• Practical experience with professional services automation, CRM, and business intelligence systems.

• Experience with Certinia and Salesforce is a plus.

• Familiarity with analytics and automation tools.

• Excellent executive communication, facilitation, and stakeholder influence abilities.

• Significant leadership experience in consulting, professional services, delivery, or managed services settings.

• Proven track record of leading multi-tiered delivery teams across project-based work and ongoing services.

• Extensive experience managing complex, large-scale enterprise transformation initiatives.

• Deep domain knowledge in ITSM, SDLC, or PPPM.

• Experience with enterprise PMO and portfolio governance frameworks, integrated planning, dependency management, RAID governance, executive reporting, and decision-making forums.

• Commercial experience with opportunity shaping, scoping, estimation, SOW review, margin considerations, account expansion, and commercial risk assessments.

• Experience managing high-stakes client escalations and recovery strategies.

• Strong executive presence and stakeholder management capabilities.

• Experience enhancing utilization, margin, forecasting, delivery consistency, and scalable operational practices.

• Experience delivering transformations facilitated by Atlassian or similar enterprise platforms.

• Practical understanding of AI-enabled delivery, automation, and analytics, including responsible implementation and human oversight.

• Demonstrated success in developing leaders, coaching teams, building organizational capability, and cultivating an inclusive, high-performance culture.

🏝️ Benefits

• Competitive salary with an annual performance-based bonus.

• Comprehensive health insurance coverage.

• 401(k) plan with company matching.

• Generous paid time off (PTO) - 4 weeks annually, in addition to public holidays.

• Flexible remote work policy.

• Multicultural and international team atmosphere.

• Dedicated training time and budget for skill enhancement.

• Flexibility and support to maintain a healthy work-life balance.