Senior Manager, Client Delivery Operations and Governance

About the Role

As Senior Manager, Client Delivery Operations and Governance, you will own the operating system behind how Abacus delivers for health plans. You will build and run the processes, tools, and standards—resourcing and capacity management, Jira standards, Smartsheet Control Center, Replit applications, delivery templates, knowledge management, and stage gates—that give our delivery teams the consistency, visibility, and accountability to scale.

Reporting to the Director of Client Delivery Management, you will be the process and change-management partner to Client Delivery leadership across Client Success, Client Solutions, and Client Engineering. You will translate delivery strategy into practical process, make sure teams follow the agreed methodology, and remove the friction that comes from inconsistent tools, unclear ownership, and unmanaged process variation.

You will lead a small, high-impact team and together set the standards, workflows, templates, dashboards, and governance that let delivery scale without losing execution discipline.

Your day to day

Delivery Operating Model & Stage Gates

• Own and continuously improve the end-to-end delivery operating model, including stage gates, delivery templates, SOPs, tool standards, and process governance
• Define stage gates that are clear, consistently applied, and enforceable across Client Success, Client Solutions, Client Engineering, Client Delivery Management, and PMO teams
• Adapt standards quickly as business priorities shift, preserving clarity and accountability without slowing execution
• Partner with functional leaders to define role clarity, handoffs, required artifacts, and ownership across the delivery lifecycle

Resourcing & Capacity

• Lead delivery resourcing and capacity management, including intake, prioritization, allocation visibility, escalation paths, and utilization reporting

Tools & Systems

• Own Jira process standards for delivery work—project setup, hierarchy, workflows, required fields, dashboards, and reporting expectations—aligned to Smartsheet
• Own Smartsheet Control Center administration and governance for Delivery Management, including blueprints, project templates, dashboards, reports, intake, global updates, and portfolio visibility
• Steward Replit applications and other delivery tooling that support predictable client delivery

Knowledge Management & Enablement

• Build and maintain a centralized knowledge management model for delivery documentation, templates, training materials, process guidance, and reusable artifacts
• Drive adoption through training, office hours, and practical guidance that helps teams use the tools correctly

Visibility & Accountability

• Maintain executive-ready visibility into resourcing health, stage gate status, tool adoption, compliance, and operational risks
• Identify process gaps, tool friction, and reporting inconsistencies, then recommend and implement corrective actions
• Hold the line when delivery standards aren’t followed, escalating gaps with clarity and pragmatism
• Lead, coach, and develop the Resourcing/Capacity Lead and Knowledge Management Lead

The impact you’ll have

• Process changes are communicated, trained, adopted, and enforced with clear ownership
• Delivery teams consistently use approved Jira, Smartsheet, Replit, template, and knowledge management standards
• Resource requests, allocation decisions, and capacity risks are visible, timely, and governed through a repeatable process
• Stage gates are embedded in how delivery work is planned, reviewed, and advanced—not treated as optional checkpoints
• Delivery leaders have reliable portfolio-level visibility without manual status chasing
• Client Delivery Managers, Client Success Directors, Client Solutions, Client Engineering, and PMO teams have clear handoffs, role expectations, and required artifacts
• Knowledge is easier to find, reuse, and govern across clients and delivery teams

What you bring to the team

• 8+ years of experience in delivery operations, PMO or process governance, or professional services operations, including resource and capacity management
• 3+ years leading people or team leads
• Strong working knowledge of Jira (workflow and field design, dashboards, reporting) and Smartsheet
• Experience designing and enforcing delivery lifecycle governance, including stage gates, templates, and SOPs
• Experience with project and resource reporting, utilization, and portfolio-level visibility for senior leaders
• A track record in change enablement: communication, training, adoption, and reinforcement
• Comfort working across client-facing and technical teams and translating messy operational needs into clear standards
• The organizational courage to enforce standards, the judgment to know when a process needs flexibility, and a partnership mindset that supports teams without becoming a bottleneck or adding unnecessary bureaucracy
• Clear, credible executive communication

What we would like to see, but not required

• Highly Preferred: Healthcare/HealthTech/Payer, working with Enterprise Data Platform Development
• Hands-on Smartsheet Control Center experience (blueprints, project templates, global updates)
• Experience with low-code or AI-enabled tooling (such as Replit) to automate delivery workflows
• Startup or scale-up experience adapting process quickly as priorities change
• Experience building a knowledge management model or platform
• PMP, PgMP, ITIL, Prosci, or similar certification

Compensation: Compensation for this role is based on experience, skills, and location, and includes base salary plus eligibility for performance bonuses and equity grants.

What you’ll get in return

• Unlimited paid time off – recharge when you need it
• Work from anywhere – flexibility to fit your life
• Comprehensive health coverage – multiple plan options to choose from
• Equity for every employee – share in our success
• Growth-focused environment – your development matters here
• Home office setup allowance – one-time support to get you started
• Monthly cell phone allowance – stay connected with ease