Director of Delivery Operations and Workforce Planning, NoAM

Delivery Operating Model & Governance 

• 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 covering handoff, project setup, staffing, delivery governance, change control, and closure 

• Ensure regional operating practices align with regional strategy, financial objectives, and global delivery policies, and translate those into practical workflows and standards 

• Identify systemic operational risks and recurring exceptions, distinguish isolated issues from operating-model problems, and coordinate corrective action with accountable leaders 

• Provide regional leadership with clear, consistent visibility into portfolio performance and execution health 

Demand, Capacity & Workforce Planning 

• Own the regional operating process for demand forecasting, capacity planning, utilization management, bench exposure, and forward-looking workforce visibility 

• Integrate backlog, qualified pipeline, active work, resource requests, skills and 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, contractor needs, and cross-team deployment opportunities 

• Translate forecast demand into actionable hiring, contractor, mobility, and capability-development recommendations, and improve staffing speed through transparent prioritization and escalation 

Financial & Commercial Operations 

• 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 the operational indicators that reveal margin leakage and forecast risk early, including project health, write-offs, unbilled work, and billing readiness 

• Clarify root causes and facilitate corrective action planning with the accountable delivery and commercial leaders 

• Support budgeting, workforce investment, and contractor decisions with transparent assumptions and scenario analysis 

Performance Management & Decision Intelligence 

• Define and maintain the regional delivery KPI framework, including metric definitions, data ownership, thresholds, and review cadence 

• Deliver executive-ready reporting and decision narratives that connect portfolio health, demand and capacity, financial performance, and client risk 

• Analyze trends, drivers, and forecast variance to explain what is changing and why, not only what the numbers are 

• Establish trusted operating metrics by improving data quality at the source through validation, exception reporting, and clear ownership rather than manual reconciliation at reporting deadlines 

• Present leadership with concise options, implications, and recommended actions, making confidence levels and data limitations explicit 

Cross-Functional Leadership & Execution Discipline 

• Serve as the primary operating partner to the NoAM VP Delivery, converting regional priorities into executable plans and durable management routines 

• Influence alignment across Delivery, Sales, Engagement, Finance, People & Culture, and global operations without relying on formal authority 

• Clarify interfaces, decision rights, and accountability among Delivery, Technical Delivery, Project Management, Resource Management, Finance, and commercial teams 

• Promote forecasting accuracy, data discipline, and follow-through as expected operating behaviors across the region 

• Act as the regional business owner for Delivery operations requirements in PSA, CRM, and reporting platforms, setting priorities and adoption expectations in partnership with the system owners who implement them 

• Lead delivery operations resources where assigned, and build the case for additional capability as the function matures 

Experience 

• 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; Certinia and Salesforce experience is advantageous 

• 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, with the ability to align leaders around facts, trade-offs, and ownership 

• Ability to operate at both strategic and detailed levels: designing the operating model while ensuring the data, controls, and follow-through work in practice 

• 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 involving multiple workstreams, stakeholder groups, and delivery teams, with exposure to strategy, roadmap development, governance, execution, and value realization 

• Deep domain expertise in at least one of the following: IT Service Management (ITSM), Software Development Lifecycle (SDLC), or Project, Program, and Portfolio Management (PPPM), with demonstrated experience applying that expertise to shape solutions and achieve meaningful client outcomes 

• Proven experience operating within or alongside enterprise PMO and portfolio-governance structures, including integrated planning, dependency management, RAID governance, executive reporting, and decision forums 

• Demonstrated commercial acumen, with experience providing delivery input into opportunity shaping, scoping, estimation, SOW review, margin considerations, account expansion, and commercial-risk decisions 

• Track record of leading high-stakes client escalations and recovery plans while balancing client outcomes, contractual and commercial commitments, delivery risk, and organizational capacity 

• Strong executive presence and stakeholder-management skills, with experience influencing senior client leaders and aligning stakeholders around difficult transformation and delivery decisions 

• Comfortable leading through ambiguity, incomplete information, and competing priorities, using sound judgment to establish direction, make timely decisions, and create clarity for clients and teams 

• Experience improving utilization, margin, forecasting, delivery consistency, and scalable operating practices 

• Experience delivering transformations enabled by Atlassian or comparable enterprise platforms, with a strong understanding of how technology, operating models, processes, and organizational change combine to achieve measurable business outcomes 

• Practical understanding of AI-enabled delivery, automation, and analytics, including responsible adoption and appropriate human oversight 

• Demonstrated success developing leaders, coaching teams, building organizational capability, and fostering an inclusive, high-performance culture 

Your team and partners: 

• NoAM VP Delivery (your line manager)
• Delivery Managers and Managed Services Managers
• Delivery and Managed Services Consultants and Associate Consultants
• Engagement Directors and Sales leaders
• Transformation (Tx), Solution, and Technical leaders
• Regional and cross-functional leadership partners