Head of Delivery & Operations Excellence

NOVO; Dallas (TX); On-site; USD 150,000 - 195,000; Full time

Job summary

NOVO is seeking a Director of Operations to build and lead NOVO's delivery operating system across service desk, project delivery, onboarding, planning, dashboards, and reporting. You will ensure scalable, consistent delivery with clear accountability and enhanced visibility.

You will coordinate with Sales, Finance, Accounting, Customer Success, Engineering, and Delivery teams to reduce friction and enable repeatable processes, governance, and KPI-driven results.

Qualifications

• Strong Operations Management experience, including process optimization, service delivery oversight, and KPI tracking.
• Advanced Analytical Skills for data-driven decision-making, performance analysis, and continuous improvement.
• Proven Team Management capabilities, leading cross-functional teams and fostering collaboration.
• Budgeting and resource planning skills, with experience managing operating expenses and optimizing cost efficiency.
• Excellent Customer Service orientation, with a track record of improving client satisfaction and supporting strategic accounts.

Responsibilities

• Own the operational framework for service desk, project delivery, customer onboarding, resource planning, escalation management, and service quality.
• Establish consistent intake, triage, prioritization, scheduling, handoff, and governance processes across delivery functions.
• Lead service desk operational maturity, including queue health, SLA performance, backlog management, escalation paths, customer experience metrics, and root cause improvement.
• Lead project delivery operations, including project intake, project health review, resource assignments, capacity planning, delivery forecasting, and delivery methodology.
• Define and improve customer onboarding processes to ensure smooth transitions from sales to delivery, technical readiness, go-live governance, and faster time-to-value.
• Coordinate cross-functional workflows with Sales, Finance, Accounting, Customer Success, Engineering, and delivery teams to reduce friction across the full customer lifecycle.
• Own management cadence and operational reporting, including KPI dashboards, executive scorecards, delivery forecasts, utilization reporting, margin visibility, and capacity planning.
• Develop and maintain operational standards, process documentation, playbooks, and continuous improvement practices that improve repeatability and accountability.
• Identify opportunities and champion execution of process improvement, automation, AI adoption and workflow orchestration to reduce manual effort, improve operational visibility and provide new capabilities to NOVO customers.
• Ensure customer escalations are managed through a clear process with defined ownership, communication standards, root cause analysis, and corrective actions.

Skills

Operations management

Analytical skills

Team management

Budgeting

Customer service

IT services

Education

Bachelor’s degree

PMP

ITIL

Job description

NOVO is seeking a Director of Operations to build and lead NOVO's delivery operating system across service desk, project delivery, onboarding, planning, dashboards, and reporting. You will ensure scalable, consistent delivery with clear accountability and enhanced visibility.

You will coordinate with Sales, Finance, Accounting, Customer Success, Engineering, and Delivery teams to reduce friction and enable repeatable processes, governance, and KPI-driven results.