Maintain full visibility over utilization, profitability, delivery timelines, and process adherence across multiple teams and regions
Identify early risk signals in capacity, margin, or client satisfaction before they escalate
Act as first-line escalation for operational breakdowns impacting revenue or delivery confidence
Intervene decisively to stabilize execution and restore performance
Drive Planning, Forecasting & Capacity Control
Build and continuously refine forecasting models to anticipate resource constraints and delivery bottlenecks
Align production, finance, and sales around realistic planning assumptions
Translate pipeline signals into capacity strategies
Establish predictable operational rhythms that reduce reactive firefighting
Own KPI Systems & Performance Accountability
Define, track, and evolve operational KPIs including utilization, contribution margin, throughput, and compliance
Detect negative KPI trends and implement structural fixes — not temporary patches
Drive performance accountability with Delivery Managers and Project Managers by setting clear expectations, decision rights, and measurable targets — while creating the structure that allows them to focus on high-impact work
Introduce reporting improvements that increase visibility and decision speed
Improve Systems, Tools & Operational Frameworks
Lead implementation of new tools, automation layers, or process upgrades that increase scalability
Simplify fragmented workflows across geographies
Standardize operational best practices across production streams
Represent operations in strategic internal forums and client-critical situations
Requirements
5+ years in operations, delivery leadership, or production management within complex, multi-team environments
At least 2 years of experience in a similar Operations Manager or cross-team performance ownership role
Proven ownership of forecasting, planning, and KPI frameworks tied to revenue and margin
Experience working cross-functionally with sales, finance, and production stakeholders
Experience leading Delivery Managers or equivalent roles, including performance calibration and escalation oversight