Director of Delivery Operations and Workforce Planning, NoAM

The Director of Delivery Operations and Workforce Planning, NoAM builds and leads the operational backbone of the regional Delivery organization across professional services and managed services. The role creates the management system, data discipline, operating cadence, and cross-functional coordination required to make delivery predictable, scalable, and financially healthy. It gives leadership a trusted, reconciled view of demand, capacity, utilization, project health, revenue, margin, and execution risk so that decisions are timely and grounded in evidence rather than anecdote. Working in close partnership with Delivery, Technical Delivery, Project Management, Engagement, Sales, Finance, and People & Culture, the Director turns regional strategy into repeatable operating practices and holds the organization to them. This is an operations leadership role. The Director does not carry direct reports at the outset and is expected to deliver through influence, disciplined process, and clear accountability across functions.

Responsibilities

Establish and maintain the NoAM Delivery operating model, including management cadences, decision forums, escalation paths, ownership structures, and recurring performance reviews; Create and govern a consistent sales-to-delivery-to-finance operating lifecycle; Ensure regional operating practices align with regional strategy, financial objectives, and global delivery policies; Identify systemic operational risks and recurring exceptions and coordinate corrective action with accountable leaders; Provide regional leadership with clear, consistent visibility into portfolio performance and execution health; Own the regional operating process for demand forecasting, capacity planning, utilization management, bench exposure, and workforce visibility; Integrate backlog, qualified pipeline, active work, resource requests, skills, availability, and hiring plans into a single unified planning view; Facilitate recurring demand, capacity, and workforce reviews with Delivery, Sales, Engagement, Finance, and People & Culture leaders; Develop scenario analyses that surface future capacity gaps, over-allocation, bench risk, and contractor needs; Translate forecast demand into actionable hiring, contractor, mobility, and capability-development recommendations; Partner with Finance and Delivery leadership to maintain a reconciled operational view of services revenue, utilization, backlog health, project direct margin, and regional gross margin; Improve forecasting accuracy through disciplined project plans, assignments, estimates at completion, revenue phasing, and variance analysis; Monitor operational indicators that reveal margin leakage and forecast risk early; Support budgeting, workforce investment, and contractor decisions with transparent assumptions and scenario analysis; Define and maintain the regional delivery KPI framework, including metric definitions, data ownership, thresholds, and review cadence; Deliver executive-ready reporting and decision narratives; Analyze trends, drivers, and forecast variance; Establish trusted operating metrics by improving data quality at the source; Present leadership with concise options, implications, and recommended actions; Serve as the primary operating partner to the NoAM VP Delivery; Influence alignment across Delivery, Sales, Engagement, Finance, People & Culture, and global operations; Clarify interfaces, decision rights, and accountability among functional teams; Promote forecasting accuracy, data discipline, and follow-through across the region; Act as the regional business owner for Delivery operations requirements in PSA, CRM, and reporting platforms; Lead delivery operations resources where assigned, and build the case for additional capability as the function matures

Requirements

Leadership experience in delivery operations, PMO, resource management, or business operations within a professional services or consulting organization; Deep understanding of professional services and managed services delivery models, including project economics and the sales-to-delivery-to-finance lifecycle; Demonstrated experience building demand, capacity, utilization, and workforce planning processes at a regional or business-unit scale; Strong financial acumen, including services forecasting, budgeting, margin management, and variance analysis; Track record of defining KPI frameworks, improving data quality, and turning complex operational data into executive-ready decisions; Hands-on experience with professional services automation, CRM, and business intelligence platforms; Comfort using analytics and automation tooling to reduce administrative effort and improve forecast quality, with clear human accountability for financial and staffing decisions; Strong executive communication, facilitation, and stakeholder influence skills; Ability to operate at both strategic and detailed levels; Significant leadership experience in consulting, professional services, delivery, or managed services environments; Proven experience leading multi-level delivery teams across project-based work and ongoing services; Significant experience leading delivery within complex, large-scale enterprise transformation programs; Deep domain expertise in at least one of: IT Service Management (ITSM), Software Development Lifecycle (SDLC), or Project, Program, and Portfolio Management (PPPM); Proven experience operating within or alongside enterprise PMO and portfolio-governance structures; Demonstrated commercial acumen, including delivery input into opportunity shaping, scoping, estimation, SOW review, and margin considerations; Track record of leading high-stakes client escalations and recovery plans; Strong executive presence and stakeholder-management skills; Comfortable leading through ambiguity, incomplete information, and competing priorities; Experience improving utilization, margin, forecasting, delivery consistency, and scalable operating practices; Experience delivering transformations enabled by Atlassian or comparable enterprise platforms; Practical understanding of AI-enabled delivery, automation, and analytics, including responsible adoption and appropriate human oversight; Demonstrated success developing leaders, coaching teams, and fostering an inclusive, high-performance culture

Nice to have

Certinia and Salesforce experience

Benefits

Competitive compensation with an annual performance-based bonus; Comprehensive health insurance; 401(k) with company match; Generous paid time off (4 weeks per year, plus public holidays); Flexible remote work policy; Multicultural and international team environment; Necessary time and budget for training and skill development