Service Delivery Operations Manager - Operations

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