Head of Delivery Operations & Workforce Planning

Valiantys; United States; Remote; USD 180,000 - 250,000; Full time

Benefits offered by this job

Annual bonus

Health insurance

401(k) with company match

PTO 4 weeks + holidays

Remote-friendly policy

Multicultural team

Job summary

Valiantys is seeking a Director of Delivery Operations and Workforce Planning for NoAM to build the regional operating model, drive demand and capacity planning, and oversee financial health across professional services and managed services. The role emphasizes influence over processes, governance, and KPI-driven decision-making.

The candidate will partner with Delivery, Technical Delivery, Project Management, Engagement, Sales, Finance, and People & Culture to translate strategy into repeatable

Responsibilities

• Establish and maintain the NoAM Delivery operating model, including management cadences, decision forums, escalation paths, ownership structures, and recurring performance reviews
• Create and govern a consistent sales-to-delivery-to-finance operating lifecycle covering handoff, project setup, staffing, delivery governance, change control, and closure
• Ensure regional operating practices align with regional strategy, financial objectives, and global delivery policies, and translate those into practical workflows and standards
• Identify systemic operational risks and recurring exceptions, distinguish isolated issues from operating-model problems, and coordinate corrective action with accountable leaders
• Provide regional leadership with clear, consistent visibility into portfolio performance and execution health
• Own the regional operating process for demand forecasting, capacity planning, utilization management, bench exposure, and forward-looking workforce visibility
• Integrate backlog, qualified pipeline, active work, resource requests, skills and availability, and hiring plans into a single unified planning view
• Facilitate recurring demand, capacity, and workforce reviews with Delivery, Sales, Engagement, Finance, and People & Culture leaders
• Develop scenario analyses that surface future capacity gaps, over-allocation, bench risk, contractor needs, and cross-team deployment opportunities
• Translate forecast demand into actionable hiring, contractor, mobility, and capability-development recommendations, and improve staffing speed through transparent prioritization and escalation
• Partner with Finance and Delivery leadership to maintain a reconciled operational view of services revenue, utilization, backlog health, project direct margin, and regional gross margin
• Improve forecasting accuracy through disciplined project plans, assignments, estimates at completion, revenue phasing, and variance analysis
• Monitor the operational indicators that reveal margin leakage and forecast risk early, including project health, write-offs, unbilled work, and billing readiness
• Clarify root causes and facilitate corrective action planning with the accountable delivery and commercial leaders
• Support budgeting, workforce investment, and contractor decisions with transparent assumptions and scenario analysis
• Define and maintain the regional delivery KPI framework, including metric definitions, data ownership, thresholds, and review cadence
• Deliver executive-ready reporting and decision narratives that connect portfolio health, demand and capacity, financial performance, and client risk
• Analyze trends, drivers, and forecast variance to explain what is changing and why, not only what the numbers are
• Establish trusted operating metrics by improving data quality at the source through validation, exception reporting, and clear ownership rather than manual reconciliation at reporting deadlines
• Present leadership with concise options, implications, and recommended actions, making confidence levels and data limitations explicit
• Serve as the primary operating partner to the NoAM VP Delivery, converting regional priorities into executable plans and durable management routines
• Influence alignment across Delivery, Sales, Engagement, Finance, People & Culture, and global operations without relying on formal authority
• Clarify interfaces, decision rights, and accountability among Delivery, Technical Delivery, Project Management, Resource Management, Finance, and commercial teams
• Promote forecasting accuracy, data discipline, and follow-through as expected operating behaviors across the region
• Lead delivery operations resources where assigned, and build the case for additional capability as the function matures
• 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 delivery within complex, large-scale enterprise transformation programs
• Deep domain expertise in ITSM or SDLC or PPPM with applicable solutions
• Experience with enterprise PMO and portfolio governance structures, including planning, RAID governance, and executive reporting
• Commercial acumen with delivery input into opportunities, scoping, estimation, SOW review, and margin decisions
• Track record of leading high-stakes client escalations and recovery plans
• Strong executive presence and stakeholder-management skills
• Comfortable leading through ambiguity with sound judgment
• Experience improving utilization, margin, forecasting, and scalable operating practices
• Experience delivering transformations enabled by Atlassian or similar platforms
• Practical understanding of AI-enabled delivery, automation, and analytics
• Experience developing leaders and fostering an inclusive, high-performance culture

Job description

Valiantys is seeking a Director of Delivery Operations and Workforce Planning for NoAM to build the regional operating model, drive demand and capacity planning, and oversee financial health across professional services and managed services. The role emphasizes influence over processes, governance, and KPI-driven decision-making.

The candidate will partner with Delivery, Technical Delivery, Project Management, Engagement, Sales, Finance, and People & Culture to translate strategy into repeatable