Overview

The Operations Manager is responsible for ensuring smooth, predictable, and efficient delivery operations across all projects and accounts. This role oversees resourcing, delivery coordination, and operational reporting, enabling the PMO and delivery teams to plan effectively, allocate capacity, and make data-driven decisions.

Responsibilities

Key Responsibilities

1. Capacity Management

- Manage workforce allocation across projects, ensuring the right talent is assigned at the right time.

- Maintain a forward-looking resource forecast aligned with pipeline and demand.

- Monitor utilization, availability, and upcoming roll-offs to optimize team efficiency.

- Coordinate with department leads to understand skills, bandwidth, and staffing requirements.

2. Delivery Coordination & Governance

- Support project setup, onboarding, workflows, and operational readiness.

- Ensure consistent use of delivery frameworks, processes, and governance standards across teams.

- Facilitate cross-team coordination to resolve scheduling, dependency, or operational bottlenecks.

- Maintain delivery calendars, milestone alignment, and operational controls.

3. Operational Reporting & Data Insights

- Build and maintain dashboards and reports for capacity, utilization, project health, and operational KPIs.

- Analyze delivery performance data to identify risks, trends, and optimization opportunities.

- Provide decision support to PMO leadership through clear insights and operational metrics.

- Ensure data accuracy across systems such as Jira, timesheets, and resource planning tools.

4. Process Optimization & Continuous Improvement

- Identify inefficiencies in operational processes and drive improvements.

- Standardize templates, workflows, and tools used across delivery teams.

- Support audits, compliance checks, and operational quality improvements.

- Champion operational excellence and promote best practices across the PMO.

5. Stakeholder Collaboration

- Work closely with Project Managers, Program Managers, Finance, HR, and department leads.

- Provide visibility of resource constraints, operational risks, and delivery impacts.

- Partner with PMO leadership to support portfolio planning, intake, and prioritization.

Qualifications

- 4–7 years' experience in operations, PMO coordination, resource planning, or delivery support roles.

- Strong understanding of project delivery frameworks (Agile, SAFe is a plus).

- Proficiency in tools such as Jira, Confluence, Excel/Sheets, or reporting dashboards.

- Excellent analytical, organizational, and communication skills.

- Ability to manage multiple priorities in a fast-paced, cross-functional environment.

What This Role Enables

- Predictable delivery and efficient capacity management

- Better planning through accurate operational insights

- Streamlined coordination across teams and accounts

- Stronger PMO governance and operational maturity