Delivery Operations Manager

Role Overview

• Lead and manage a team of Delivery Operations Analysts, including hiring, performance management, development, and daily coaching.
• Own team KPIs including on-time go-live rates, time-to-resolution, implementation cycle times, and client satisfaction scores.
• Build and maintain operational cadence — weekly standups, sprint reviews, stakeholder reporting, and escalation management.
• Identify bottlenecks and process gaps across the delivery lifecycle and implement scalable fixes.
• Serve as the escalation point for high-priority or at-risk client accounts.
• Serve as the operational lead for onboarding newly acquired companies into the organization's systems, processes, and culture.
• Design and execute integration playbooks covering tools, workflows, reporting structures, and team harmonization.
• Partner with cross-functional teams (Finance, IT, HR, Legal, Business Units) to manage change across acquired entities.
• Lead stakeholder workshops and training sessions to align acquired teams to current operating standards.
• Track integration milestones, risks, and dependencies — reporting progress to senior leadership throughout the transition.
• Build and maintain governance frameworks for project delivery, including SOPs, templates, RACI models, and escalation protocols.
• Apply professional services and business consulting project lifecycle to standardize delivery methodology across the team and client base.
• Drive continuous improvement initiatives around people and processes.
• Develop and maintain a centralized project management infrastructure to ensure delivery visibility across all active accounts.
• Oversee team usage of JIRA, Salesforce, and Microsoft Dynamics 365 (D365) — ensuring data accuracy, process compliance, and cross-system consistency.
• Build and maintain operational dashboards and reporting frameworks using Power BI or equivalent tools.
• Define and enforce 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 at least 2 years in a people management role – Nice to have
• Demonstrated experience managing and mentoring a team of analysts or operations specialists.
• Hands-on experience supporting M&A onboarding, company integration, or large-scale organizational change management.
• Strong process improvement background with the ability to document, analyze, and redesign operational workflows.
• Active hands-on experience with JIRA (ops workflow management, not just ticketing), Salesforce, and Microsoft Dynamics 365.
• Proficiency in data reporting tools such as Power BI or equivalent.
• Excellent English communication skills — written and verbal — with the ability to present to VP-level and above.