Director of Delivery Operations and Workforce Planning

Accountabilities: Delivery operating model and governance: Establish and maintain regional delivery operating practices, including management cadences, decision forums, escalation paths, ownership structures, performance reviews, and consistent sales-to-delivery-to-finance workflows. Demand, capacity, and workforce planning: Own forecasting and capacity-planning processes by integrating pipeline, backlog, active work, resource requirements, skills, availability, and hiring plans into a unified regional view. Workforce optimization: Facilitate recurring demand and capacity reviews, identify staffing gaps, bench exposure, over-allocation, contractor requirements, and deployment opportunities, and translate findings into hiring, mobility, contractor, and capability-development recommendations. Financial and commercial operations: Partner with Finance and Delivery leaders to maintain visibility into revenue, utilization, backlog, project margins, gross margin, forecasting, billing readiness, write-offs, and other indicators of financial or operational risk. Performance management: Define and maintain delivery KPIs, data ownership, thresholds, reporting standards, and review cadences while improving data quality and reducing reliance on manual reconciliation. Decision intelligence: Prepare executive-ready reporting and recommendations that explain trends, forecast variance, portfolio health, capacity, financial performance, and client risk, while clearly identifying assumptions and data limitations. Cross-functional leadership: Serve as a key operating partner to regional leadership and align Delivery, Sales, Engagement, Finance, People & Culture, Project Management, Resource Management, and technical teams around priorities, decision rights, and accountability. Systems and process enablement: Act as the regional business owner for delivery-operations requirements across PSA, CRM, and reporting platforms, prioritizing improvements and driving adoption in partnership with system owners. Operational improvement: Identify systemic risks, recurring exceptions, process gaps, and margin or forecasting issues, then coordinate corrective actions and establish scalable practices as the organization grows. Organizational capability: Lead delivery-operations resources where assigned and help build the case for additional capabilities, while developing leaders, strengthening operating discipline, and fostering a high-performance culture. Requirements Professional services leadership: Significant leadership experience in consulting, professional services, delivery operations, PMO, resource management, business operations, or managed services environments. Delivery expertise: Strong understanding of professional and managed services delivery models, including project economics and the complete sales-to-delivery-to-finance lifecycle. Workforce planning: Proven experience building and managing demand, capacity, utilization, and workforce-planning processes at a regional or business-unit level. Financial acumen: Strong knowledge of services forecasting, budgeting, margin management, variance analysis, utilization, and commercial performance. Program and portfolio leadership: Experience working within complex enterprise transformation programs involving multiple workstreams, stakeholders, delivery teams, governance structures, dependencies, RAID management, executive reporting, and decision forums. Commercial expertise: Demonstrated experience contributing to opportunity shaping, scoping, estimation, SOW reviews, margin considerations, account expansion, and commercial-risk decisions. Client and stakeholder management: Strong executive presence and communication skills, with experience managing senior stakeholders, high-stakes client escalations, recovery plans, and difficult transformation decisions. Domain expertise: Deep expertise in at least one of IT Service Management (ITSM), Software Development Lifecycle (SDLC), or Project, Program, and Portfolio Management (PPPM). Technology platforms: Hands-on experience with professional services automation, CRM, and business intelligence platforms; experience with Certinia and Salesforce is an asset. Data and automation: Comfort using analytics, automation, and AI-enabled tools to improve operational efficiency and forecasting, while maintaining appropriate human oversight and accountability. Leadership style: Ability to operate strategically while remaining close enough to operational detail to ensure data quality, controls, processes, and execution are effective. Change leadership: Experience improving utilization, margins, forecasting accuracy, delivery consistency, and scalable operating practices, including through technology-enabled transformation. People leadership: Demonstrated ability to develop leaders, coach teams, build organizational capability, and foster an inclusive, high-performance culture. Education: Relevant professional experience and domain expertise are essential; the role requires the ability to work effectively across business, technical, financial, and operational functions. Benefits Competitive compensation of $125,000–$130,000 annually . Annual performance-based bonus opportunity. Comprehensive health insurance. 401(k) with company match . Four weeks of paid time off per year, plus public holidays. Flexible remote work environment. Training and development support, including dedicated time and budget for professional growth. Multicultural and international team environment. Opportunity to shape regional delivery operations, workforce planning, and scalable operating practices. A role combining strategic influence, cross-functional leadership, analytics, and operational execution.