Service Delivery Operations Manager - Operations

Caylent; Canada; Remote; CAD 90,000 - 120,000; Full time

Job summary

Caylent is seeking a skilled Service Delivery Operations Manager to oversee capacity planning and operational maturity within our remote teams. This role involves managing a diverse team, optimizing resource allocation, and ensuring data integrity across operations. With an emphasis on collaboration and strategic planning, this position is vital for enabling successful project delivery in a tech-driven environment. Join Caylent and become part of an inclusive, innovative company dedicated to excellence in cloud-native services.

Benefits

100% Premium Coverage for employees and dependents

Unlimited Vacations

Paid Holidays

Paid for exams and certifications

Annual stipend for Learning and Development

Peer bonus awards

State of the art laptop and tools

Equipment & Office Stipend

Qualifications

• 5+ years in resourcing or delivery operations with a minimum of 2 years in a leadership position.
• Experience in driving operational processes and using PSA/ERP tools effectively.

Responsibilities

• Manage and develop a high-performing team of analysts and coordinators.
• Own and optimize resource management processes and tools.
• Drive process maturity and ensure compliance across teams.

Skills

Stakeholder communication

Conflict resolution

Operational rigor

Data governance

Education

Bachelor’s degree in Business Administration

Bachelor’s degree in Operations Management

Tools

Excel

PSA/ERP tools

Power BI

Job description

Service Delivery Operations Manager - Operations

CANADA

Caylent is a cloud native services company that helps organizations bring the best out of their people and technology using Amazon Web Services (AWS). We provide a full-range of AWS services including workload migrations and modernization, cloud native application development, DevOps, data engineering, security and compliance, and everything in between.

At Caylent, our people always come first. We are a global company and operate fully remote with employees in Canada, the United States, and Latin America. We celebrate the culture of each of our team members and foster a community of technological curiosity. Come talk to us to learn more about what it means to be a Caylien!

The Mission

We are seeking a sharp, collaborative, and strategic candidate to serve as a Service Delivery Operations Manager, focused on capacity planning, operational maturity, and cross-functional alignment. This role goes beyond traditional resource coordination—it is central to enabling scalable project delivery through proactive planning, workforce forecasting, and process governance.

The Service Delivery Operations Manager leads a team of analysts and coordinators and serves as the first line of escalation for operational challenges. This individual must bring the presence and credibility to drive adherence to standardized processes, enforce data fidelity across systems, and influence truth-based planning practices across Sales, PMO, and Delivery.

In addition to supporting project setup and capacity planning, this people-leader will advance operational excellence through structured process oversight, forecast-driven planning, and strategic reporting. The ideal candidate is highly organized, proactive, and able to balance multiple responsibilities while collaborating across teams to enable project readiness and long-term delivery success.

Your Assignment

• 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, holding teams accountable for timely and truthful data entry
• Drive process maturity across the resource lifecycle; challenge inconsistencies and ensure teams adhere to scalable, standardized workflows
• Influence leaders across PMO, Sales, and Delivery to align on facts—not assumptions—when it comes to resource forecasting and allocation
• Partner cross-functionally with Sales, Delivery, and PMO to align forecasting and staffing strategy
• Ensure PSA system hygiene and process compliance across teams

Your Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or a related field
• 5+ years in resourcing, delivery operations, or workforce planning; 2+ years in a leadership role
• Proven ability to drive operational rigor and hold cross-functional teams accountable to shared processes
• Strong experience with PSA/ERP tools (Certinia PSA preferred), and advanced Excel or reporting platforms
• Exceptional stakeholder communication and conflict resolution skills
• Deep knowledge of resource tools and modeling frameworks (Certinia PSA strongly preferred)
• Demonstrated ability to lead, mentor, and influence at all levels of the organization
• Experience supporting cloud service delivery, technology consulting, or professional services organizations
• Strong understanding of portfolio-level planning, resourcing across multiple programs, or PMO operations
• Familiarity with forecasting models and advanced Excel/Power BI skills for building dynamic dashboards and reports
• Experience working in fast-paced or high-growth environments where agility and prioritization are critical

Preferred Qualifications

• Strong change management skills or certification
• Track record of enforcing data governance and improving process adoption in high-change environments
• Experience leading operational readiness for new service offerings or delivery models
• Background working with or alongside PMO or portfolio management functions
• Ability to develop onboarding and training programs for operations teams
• Experience leveraging AI-driven tools or platforms (e.g., predictive forecasting, resource optimization engines, or workflow automation solutions) to enhance operational decision-making and capacity planning
• Equitable Life - Hybrid Plan
• 100% Premium Coverage for the employee and dependents
• Long-Term Disability
• Unlimited Vacations
• Paid Holidays
• Paid for exams and certifications
• Peer bonus awards
• State of the art laptop and tools
• Equipment & Office Stipend
• Annual stipend for Learning and Development
• Work with an amazing worldwide team and in an incredible corporate culture

NOTE: We are unable to provide sponsorship for this position.

Caylent is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at Caylent.

We are proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at [e-mail].

Caylent is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at Caylent.

We are proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at [e-mail].

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At Caylent, we are dedicated to creating a diverse and inclusive workplace. To support our efforts in fostering a more equitable recruitment process, we invite you to share your gender identity voluntarily. This information is optional and will be kept confidential, used only to help us track and improve our diversity initiatives. If you prefer not to answer, you're welcome to select "Prefer Not to Respond". * Select...