Service Delivery Operations Manager

Description:

Caylent, a cloud-native services company leveraging AWS, is seeking a Service Delivery Operations Manager to lead operational excellence across its cloud services delivery. This fully remote role in Canada focuses on capacity planning, operational maturity, and cross-functional alignment, enabling scalable project delivery through proactive workforce forecasting and structured process governance.

As the Service Delivery Operations Manager, you will lead a team of analysts and coordinators, serve as the first line of escalation for operational challenges, and influence adherence to standardized processes and data integrity across Sales, PMO, and Delivery teams. This role is crucial in ensuring project readiness, long-term delivery success, and the continued development of Caylent’s operational capabilities.

Key Responsibilities include:

• 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.

• Drive process maturity across the resource lifecycle, ensuring adherence to scalable workflows.

• Influence leaders across PMO, Sales, and Delivery to align on truth-based resource forecasting.

• Partner cross-functionally to ensure alignment of staffing strategy and operational readiness.

• Ensure PSA system hygiene and process compliance.

Required Skills & Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, or related field.

• 5+ years in resourcing, delivery operations, or workforce planning.

• 3+ years in a people management role.

• Proven ability to enforce operational rigor and accountability across cross-functional teams.

• Strong experience with PSA/ERP tools (Certinia PSA preferred) and advanced Excel/reporting platforms.

• Exceptional stakeholder communication, conflict resolution, and team leadership skills.

• Experience supporting cloud service delivery, technology consulting, or professional services.

• Knowledge of portfolio-level planning, multi-program resourcing, and PMO operations.

• Advanced Excel/Power BI skills for forecasting and reporting.

• Experience working in fast-paced or high-growth environments.

Preferred Qualifications:

• Change management experience or certification.

• Track record of enforcing data governance and improving process adoption.

• Experience leading operational readiness for new service offerings or delivery models.

• Experience developing onboarding and training programs for operations teams.

• Familiarity with AI-driven tools for predictive forecasting and resource optimization.

Benefits:

• 100% remote work with hybrid options.

• Comprehensive health coverage for employees and dependents.

• Competitive phantom equity and pension match (4%).

• Long-term disability coverage.

• Unlimited vacation, sick leave, and paid holidays.

• Paid parental leave, exams, and certifications.

• Peer bonus awards, professional development stipends, and learning programs.

• State-of-the-art equipment and office stipend.

• Inclusive and diverse global team with award-winning DEI initiatives.