Chief Delivery Operations & Strategy

Yesnovo; Town of Texas (WI); On-site; USD 120,000 - 180,000; Full time

Job summary

NOVO is seeking a Director of Operations to build and optimize delivery systems across service desk, project delivery, onboarding, and capacity planning. You will drive standardization, metrics, and governance to scale operations with consistent customer experience.

The role partners with Sales, Finance, Accounting, Customer Success, Engineering, and delivery teams to reduce friction and improve visibility, implementing plays, playbooks, and automation where appropriate.

Qualifications

• Strong Operations Management experience.
• Advanced Analytical Skills for data-driven decision-making.
• Proven Team Management capabilities across cross-functional teams.
• Budgeting and resource planning to optimize operating expenses.
• Excellent Customer Service orientation with client satisfaction focus.
• Experience in IT services, cloud, cybersecurity, or compliance-focused environments (NIST, CMMC, HIPAA familiarity).
• Strong written and verbal communication and stakeholder influence.

Responsibilities

• Own the operational framework for service desk, project delivery, onboarding, resource planning, escalation management, and service quality.
• Establish intake, triage, prioritization, scheduling, hand-off, and governance across delivery.
• Lead service desk maturity, SLA performance, backlog management, and RCA improvements.
• Oversee project delivery operations: intake, health reviews, capacity planning, forecasting, and delivery methodology.
• Define and improve onboarding processes for smooth sales-to-delivery transitions.

Skills

Operations management

Analytical skills

Team management

Budgeting & planning

Customer service orientation

IT services / cloud / cybersecurity

Communication skills

Education

Bachelor's degree in Business/ related field

PMP / ITIL / Lean Six Sigma (certifications)

Job description

NOVO is seeking a Director of Operations to build and optimize delivery systems across service desk, project delivery, onboarding, and capacity planning. You will drive standardization, metrics, and governance to scale operations with consistent customer experience.

The role partners with Sales, Finance, Accounting, Customer Success, Engineering, and delivery teams to reduce friction and improve visibility, implementing plays, playbooks, and automation where appropriate.