Delivery Operations Manager

About the Role

We are seeking a highly experienced Delivery Operations Manager to lead and scale our delivery operations function within a fast-moving professional services and business consulting environment. This role is the operational backbone of how we onboard new clients, integrate acquired companies, and ensure delivery excellence across our growing portfolio.

The ideal candidate brings a blend of people leadership, project life cycle, process improvement expertise, and hands-on experience supporting mergers and acquisitions (M&A) onboarding. You will own the delivery function end-to-end — managing a team of analysts, building and refining operational processes, and ensuring that every client engagement and acquired entity lands smoothly into our operating model.

What You Will Do

Delivery Operations Leadership

• 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.

M&A Onboarding & Acquired Company Integration

• 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.

PMO & Process Excellence

• 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.

Tool Management & Data Integrity

• 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.

Required Experience

• 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.

Preferred Qualifications

• Experience operating in a SaaS, enterprise software, or multi-client professional services environment.
• Experience managing globally distributed teams across multiple time zones.