Delivery Operations Specialist

We are looking for a Delivery Operations Specialist to strengthen operational excellence across our global delivery organization.

This role focuses on building and refining delivery processes, ensuring system hygiene across delivery-related platforms, supporting engagement/billing models governance, and maintaining operational transparency across clients and projects.

You will work closely with the Delivery Management Team, Sales/Presales, Finance, TA, HR, and Operations teams to ensure that delivery operations are scalable, structured, and aligned with business and contractual requirements.
 

Key Responsibilities

• Design, refine, and document delivery processes (engagement setup, project lifecycle, resource allocation, billing flow) in accordance with Process Governance
• Build and maintain clear roles & responsibilities matrices (RACI) across delivery in alignment with the Process Repository
• Support VP of Delivery in developing Delivery Governance framework
• Ensure compliance with established governance standards and policies.
• Monitor process adherence across Delivery Managers and escalate inconsistencies.
• Maintain consistency between commercial agreements and operational setup.
• Support margin tracking and delivery financial visibility.
• Provide operational insights on utilization, revenue leakage risks, and allocation gaps.
• Develop and maintain operational dashboards (utilization, margin, allocation health).
• Maintain data quality in the PSA system (projects, SOW, roles, rates, allocations, margins, RAG, documents, etc.).
• Drive improvements in delivery-related systems configuration and reporting.
• Partner with Finance and IT on system enhancements.
• Support implementation of new tools or integrations.
• Provide structured reporting to Operations and Delivery leadership.
  
   

Requirements

• 3+ years of experience in Delivery Operations in an IT service company with headcount 300+ talents.
• Experience working in an international company; excellent english communication skills are required
• Hands-on experience with PSA or ERP systems (e.g., Ruddr, Mavenlink, NetSuite, SAP, MS Dynamics, etc.).
• Strong understanding of billing models
• Experience working with rate cards and commercial engagement structures.
• Experience building roles & responsibilities matrices and governance frameworks.
• Solid understanding of delivery lifecycle in IT outsourcing / consulting.
• Solid understanding of business processes management (roles, SOPs, process controls, metrics) 
• Strong analytical mindset and structured thinking.
• English – Upper-Intermediate or higher (daily communication).
  
   

Nice to Have

• Exposure to financial reporting and margin analysis.
• Knowledge of ISO/SOC2 governance environments.
• Experience implementing new operational systems.
• Lean / Process Excellence background.