Service Delivery Operations Manager - Operations

Caylent
📍Remote - Canada
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Summary
Join Caylent, a cloud native services company, as a Service Delivery Operations Manager. You will lead a team, manage resources, optimize processes, and ensure data accuracy. This role requires strong leadership, communication, and problem-solving skills, along with experience in resource management and PSA tools. You will collaborate with Sales, PMO, and Delivery teams to align forecasting and staffing strategies. The position offers a fully remote work environment and a comprehensive benefits package. Caylent prioritizes employee well-being and fosters a diverse and inclusive workplace.
Requirements
- Bachelor’s degree in Business Administration, Operations Management, or a related field
- 5+ years in resourcing, delivery operations, or workforce planning; 2+ years in a leadership role
- Proven ability to drive operational rigor and hold cross-functional teams accountable to shared processes
- Strong experience with PSA/ERP tools (Certinia PSA preferred), and advanced Excel or reporting platforms
- Exceptional stakeholder communication and conflict resolution skills
- Deep knowledge of resource tools and modeling frameworks (Certinia PSA strongly preferred)
- Demonstrated ability to lead, mentor, and influence at all levels of the organization
- Experience supporting cloud service delivery, technology consulting, or professional services organizations
- Strong understanding of portfolio-level planning, resourcing across multiple programs, or PMO operations
- Familiarity with forecasting models and advanced Excel/Power BI skills for building dynamic dashboards and reports
- Experience working in fast-paced or high-growth environments where agility and prioritization are critical
Responsibilities
- Manage and develop a high-performing team of coordinators and analysts
- Own and optimize resource management processes, tools, and reporting
- Lead fulfillment planning meetings with practice and delivery leads
- Resolve resource conflicts and balance capacity across competing priorities
- Monitor utilization and performance metrics; identify areas for improvement
- Champion data accuracy and integrity across PSA and resourcing systems, holding teams accountable for timely and truthful data entry
- Drive process maturity across the resource lifecycle; challenge inconsistencies and ensure teams adhere to scalable, standardized workflows
- Influence leaders across PMO, Sales, and Delivery to align on facts—not assumptions—when it comes to resource forecasting and allocation
- Partner cross-functionally with Sales, Delivery, and PMO to align forecasting and staffing strategy
- Ensure PSA system hygiene and process compliance across teams
Preferred Qualifications
- Strong change management skills or certification
- Track record of enforcing data governance and improving process adoption in high-change environments
- Experience leading operational readiness for new service offerings or delivery models
- Background working with or alongside PMO or portfolio management functions
- Ability to develop onboarding and training programs for operations teams
- Experience leveraging AI-driven tools or platforms (e.g., predictive forecasting, resource optimization engines, or workflow automation solutions) to enhance operational decision-making and capacity planning
Benefits
- 100% remote work
- Equitable Life - Hybrid Plan
- 100% Premium Coverage for the employee and dependents
- Competitive phantom equity
- Long-Term Disability
- 4% Pension match (employer contribution)
- Unlimited Vacations
- Sick Leave
- Paid Holidays
- Parental Leave
- Paid for exams and certifications
- Peer bonus awards
- State of the art laptop and tools
- Equipment & Office Stipend
- Individual professional development plan
- Annual stipend for Learning and Development
- Work with an amazing worldwide team and in an incredible corporate culture
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