4651-Associate Director - Implementation Engineering Operations

Innovaccer; Dadri; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Innovaccer is seeking an Associate Director, Delivery Operations to set the strategic direction for enterprise delivery, building the processes and cadences used by Implementation Engineering leadership and other delivery owners.

The role focuses on forecasting milestones, capacity planning by role and geography, change control, go-live readiness, and cost‑to‑serve, enabling real-time delivery health visibility for informed leadership decisions.

Qualifications

• 8–12 years of experience in delivery operations, implementation management, or program/PMO within B2B SaaS or enterprise software.
• Demonstrated experience building and running capacity models, resource plans, or staffing scenarios tied to demand forecasts.
• Hands‑on experience identifying and driving automation or AI‑agent adoption in operational workflows — not just conceptual familiarity.
• Strong analytical skills — comfortable in Excel/Sheets, SQL, or BI tools to interpret delivery data and dashboards and translate them into decisions.
• Excellent stakeholder management and communication skills across multiple teams including Engineering, Product, Finance, and Customer Success.
• MBA from a premier B-school (IIM, ISB, or equivalent) preferred.

Responsibilities

• Develop and maintain live milestone plans and forecasts for active implementations.
• Ensure account health ratings are evidence-based and up-to-date.
• Build capacity models mapping delivery demand to resources by role and geography.
• Maintain change-control for scope expansion with documented impact.
• Define go‑live readiness criteria and manage escalation paths.
• Track cost‑to‑serve and reconcile numbers with Finance.
• Create recovery plans for red or at‑risk accounts with accountable owners.
• Identify dependencies and separate ownership of customer‑owned vs Innovaccer‑owned work.
• Identify manual workflows for automation or AI agent adoption.
• Provide leadership with real‑time delivery health, capacity, and risk views.
• Collaborate with Legal, Security, and Finance on delivery risk and data governance.

Skills

Delivery operations

Program/PMO

Stakeholder management

Analytical skills

Automation / AI adoption

Communication

Business acumen

Education

MBA (IIM/ISB or equivalent)

Tools

Excel/Sheets

SQL

BI tools

Job description

Job Description

About The Role:

This is a strategy-and-operations role, not a reporting role. The Associate Director, Delivery Operations sets the big-picture direction for how delivery runs — building the processes, models, and cadences that Implementation Engineering leadership and other delivery owners use day to day. The role facilitates and enables; it doesnt own the accountable outcomes itself, and it doesnt own report production — it owns making sure the right communication reaches the right stakeholders.

A Day in the Life

• Work with Implementation Engineering leadership to ensure every active implementation has a live, credible milestone plan and forecast, and set the standard for how forecast accuracy (planned vs. actual) is tracked.
• Ensure account health ratings are backed by real, current evidence — usage, milestones, escalations, customer sentiment — rather than optimism or stale data.
• Build and maintain capacity models that map delivery demand against available resources by role, skill, and geography; run scenario planning (lean / balanced / high-touch) to inform hiring and staffing decisions; flag capacity risk early.
• Ensure a working change-control process exists for scope expansion on active accounts, with every change documented with rationale and impact.
• Define go-live readiness criteria together with Implementation Engineering leadership and ensure theyre applied consistently; own the escalation path when readiness is contested.
• Ensure cost-to-serve is tracked at the account and portfolio level and that the numbers reconcile, partnering with Finance.
• Ensure every red or at‑risk account has a real recovery plan with named owners and dates, built jointly with Implementation Engineering leadership rather than assembled after the fact.
• Ensure customer‑owned and Innovaccer‑owned dependencies are clearly and honestly separated in account plans, so blockers arent hidden behind ambiguous ownership.
• Identify manual, repetitive delivery workflows that are candidates for automation or agentification, and partner with Engineering / Implementation Automation to design, pilot, and scale AI agents that reduce manual effort — tracking adoption and impact against a stated business case.
• Ensure leadership always has a real‑time, trusted view of delivery health, capacity, and risk by directing what needs to be communicated and to whom — facilitating leadership reviews and driving decisions, not just relaying status.
• Partner with Legal, Security, and Finance on delivery‑related risk areas such as contractual SOW commitments and data governance obligations.

What You Need

• 8–12 years of experience in delivery operations, implementation management, program/PMO, or business operations within B2B SaaS or enterprise software, ideally in a technical delivery environment.
• Demonstrated experience building and running capacity models, resource plans, or staffing scenarios tied to demand forecasts.
• Hands‑on experience identifying and driving automation or AI‑agent adoption in operational workflows — not just conceptual familiarity.
• Strong analytical skills — comfortable in Excel/Sheets, SQL, or BI tools to interpret delivery data and dashboards and translate them into decisions.
• Excellent stakeholder management and communication skills across Implementation Engineering, Engineering, Product, Finance, Customer Success, and C‑Suite.
• Strong business acumen and judgment to prioritize, structure ambiguous problems, and drive them to closure independently, with low tolerance for unverified numbers or assumptions presented as fact.
• MBA from a premier B-school (IIM, ISB, or equivalent) preferred.