Director of Delivery Operations – Workforce Planning

Valiantys - Atlassian Platinum Solution Partner

. Establish and maintain the NoAM Delivery operating model, including management cadences, decision forums, escalation paths, ownership structures, and performance reviews .

Posted 9/18/2026full-timeRemote • United StatesLead💰 $125,000 - $130,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in delivery operations and resource management, with a deep understanding of professional services delivery models and financial acumen. Capable of integrating complex operational data into executive-ready decisions while improving utilization and forecasting accuracy.

Highest-signal resume keywords

Leadership Experience in Delivery OperationsFinancial Acumen in Services Forecasting and BudgetingExperience with Professional Services Automation and CRMKPI Framework Definition and Data Quality ImprovementDeep Domain Expertise in ITSM or SDLC

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Demand ForecastingCapacity PlanningUtilization ManagementVariance AnalysisProject EconomicsKPI Framework DefinitionData Quality ImprovementEnterprise Transformation Program LeadershipCommercial Risk Decision MakingAnalytics and Automation Tooling

Soft Skills

Executive CommunicationStakeholder InfluenceFacilitation SkillsCoaching and Team DevelopmentHigh-Performance Culture Fostering

Tools & Technologies

Professional Services AutomationCRM PlatformsBusiness Intelligence PlatformsAtlassianCertiniaSalesforce

Industry Keywords

Professional ServicesManaged ServicesDelivery OperationsPMOProject-Based WorkEnterprise PMOPortfolio GovernanceITSMSDLCPPPM

Tech Stack

Tools & technologies

ITSMSDLC

About the role

Key responsibilities & impact

Establish and maintain the NoAM Delivery operating model, including management cadences, decision forums, escalation paths, ownership structures, and performance reviews
Create and govern the sales-to-delivery-to-finance operating lifecycle
Align regional operating practices with strategy, financial objectives, and global delivery policies
Identify systemic operational risks and coordinate corrective action
Provide regional leadership with visibility into portfolio performance and execution health
Own demand forecasting, capacity planning, utilization management, bench exposure, and workforce visibility
Integrate backlog, pipeline, active work, resource requests, skills, availability, and hiring plans into a unified planning view
Facilitate demand, capacity, and workforce reviews with cross-functional leaders
Develop scenario analyses for capacity gaps, over-allocation, bench risk, contractor needs, and deployment opportunities
Translate forecast demand into hiring, contractor, mobility, and capability-development recommendations
Maintain reconciled views of services revenue, utilization, backlog health, project direct margin, and regional gross margin
Improve forecasting through project plans, assignments, estimates at completion, revenue phasing, and variance analysis
Monitor project health, write-offs, unbilled work, billing readiness, and other margin and forecast-risk indicators
Define and maintain the regional delivery KPI framework
Deliver executive-ready reporting and decision narratives
Analyze trends, drivers, and forecast variance
Improve source data quality through validation, exception reporting, and ownership
Present leadership with options, implications, recommended actions, confidence levels, and data limitations
Serve as primary operating partner to the NoAM VP Delivery
Influence alignment across Delivery, Sales, Engagement, Finance, People & Culture, and global operations
Clarify interfaces, decision rights, and accountability across delivery, resource management, finance, and commercial teams
Act as regional business owner for Delivery operations requirements in PSA, CRM, and reporting platforms
Lead assigned delivery operations resources and build the case for additional capability

Requirements

What you’ll need

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
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
Experience 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
Experience with analytics and automation tooling
Strong executive communication, facilitation, and stakeholder influence skills
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 complex, large-scale enterprise transformation programs
Deep domain expertise in ITSM, SDLC, or PPPM
Experience with enterprise PMO and portfolio-governance structures, integrated planning, dependency management, RAID governance, executive reporting, and decision forums
Commercial experience with opportunity shaping, scoping, estimation, SOW review, margin considerations, account expansion, and commercial-risk decisions
Experience leading high-stakes client escalations and recovery plans
Strong executive presence and stakeholder-management skills
Experience improving utilization, margin, forecasting, delivery consistency, and scalable operating practices
Experience delivering transformations enabled by Atlassian or comparable enterprise platforms
Practical understanding of AI-enabled delivery, automation, and analytics, including responsible adoption and human oversight
Demonstrated success developing leaders, coaching teams, building organizational capability, and fostering an inclusive, high-performance culture

Benefits

Comp & perks

Competitive compensation with an annual performance-based bonus
Comprehensive Health Insurance
401(k) with Company Match
Generous Paid Time Off (PTO) - 4 weeks per year, plus public holidays
Flexible remote work policy
Multicultural and international team environment
Training time and budget for skills development
Flexibility and support to maintain work-life balance