Operations Manager – Delivery Excellence
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Reach the decision-maker — $5About the role
**1\. Delivery Excellence \& Operational Performance (35%)**
On\-Time Delivery Ownership
* Ensure consistent achievement of delivery commitments across all projects and accounts. * Establish delivery governance mechanisms to monitor project health, risks, dependencies, and
schedule adherence.
* Drive proactive intervention plans to eliminate delivery bottlenecks and slippages.
Resource \& Capacity Optimization
* Lead workforce planning, forecasting, project allocation, and utilization management. * Optimize resource deployment to maximize productivity while maintaining quality standards. * Eliminate operational inefficiencies and reduce non\-billable effort.
Process Excellence
* Develop scalable delivery frameworks, SOPs, and best practices. * Improve throughput and turnaround times through Lean operational practices. * Standardize planning and execution methodologies across teams.
Digital \& Automation Adoption
* Partner with BIM, AI, and Digital Transformation teams to embed automation into core workflows. * Drive technology adoption to improve productivity, quality, and delivery speed. * Identify opportunities for workflow digitization and process simplification.
**2\. Quality Excellence \& Continuous Improvement (30%)**
Build a Quality\-First Culture
* Transform quality from an inspection function into an organizational mindset. * Ensure quality ownership remains within delivery teams and not solely with QC functions. * Promote prevention\-based quality practices across all programs.
4\. Quality Management Framework
* Strengthen and continuously improve Quality Management Systems (QMS). * Define quality standards, review mechanisms, and process controls. * Ensure adherence to internal and client\-specific quality requirements.
Root Cause Analysis \& Corrective Actions
* Institutionalize RCA methodologies to eliminate recurring issues. * Drive continuous improvement initiatives using data and quality metrics. * Create closed\-loop feedback systems between production, QC, and customer teams.
Quality Performance Management
Monitor and report:
* First\-Time\-Right (FTR) * Rework % * Defect rates * Client escalations * Customer satisfaction metrics
**3\. Productivity \& Profitability Management (20%)**
Productivity Leadership
* Establish productivity baselines and improvement targets across business units. * Develop measurement systems for output, efficiency, and utilization. * Drive continuous productivity improvements through process optimization and workforce capability
enhancement.
Operational Efficiency
* Identify and eliminate process waste, delays, and effort leakages. * Improve delivery margins through effective utilization and workflow optimization. * Leverage automation and standardization to increase overall throughput.
Performance Analytics
* Implement dashboards and KPI reviews for operational decision\-making. * Conduct regular performance reviews with managers and team leaders. * Use predictive analytics for forecasting workload, capacity, and delivery performance.
**4\. Client Success \& Business Growth (10%)**
Strategic Client Partnership
* Develop strong relationships with key clients across the US and UK markets. * Understand client business objectives and align delivery strategies accordingly. * Act as a trusted operational advisor for delivery and quality improvement initiatives.
Account Growth Support
* Partner with Sales and Account Management teams to support account expansion. * Improve customer retention through consistent delivery performance and service excellence. * Identify opportunities for additional services, efficiencies, and value creation.
Governance \& Communication
* Lead Weekly, Monthly, and Quarterly Business Reviews (QBRs). * Present delivery, productivity, quality, and growth metrics to clients and leadership teams. * Ensure transparent communication of risks, actions, and improvement plans.
**5\. People Leadership \& Organization Development (5%)**
High\-Performance Culture
* Build a culture of accountability, ownership, discipline, and customer focus. * Establish clear performance expectations linked to delivery, productivity, and quality outcomes. * Drive recognition and performance management programs.
Leadership Development
* Coach and mentor General Leads, Team Leads, and future managers. * Build leadership succession pipelines for organizational growth. * Develop capabilities aligned with future Delivery Head requirements.
### **Requirements**
Experience
• 15 \+ years of experience in Engineering Services, AEC, BIM, Manufacturing Engineering, or
Mechanical CAD operations.
• Minimum 4–5 years managing delivery operations, quality functions, or multi\-team execution
environments.
• Proven track record of improving delivery performance, productivity, and customer satisfaction.
Quality \& Process Excellence
• Strong exposure to Quality Management Systems (QMS).
• Six Sigma Green Belt/Black Belt, Lean, ISO, or equivalent quality frameworks preferred.
• Experience building or leading a Quality Center of Excellence (COE) is highly desirable.
Commercial \& Operational Acumen
• Strong understanding of utilization, productivity, project profitability, and operational metrics.
• Experience with ERP and project planning systems such as NetSuite, Deltek, or similar platforms.
• Expertise in dashboard reporting and data\-driven decision\-making.
Client Management
• Experience working with international clients, particularly in US and UK markets.
• Demonstrated success managing strategic client relationships and governance programs.
Leadership Competencies
• Results\-oriented and execution\-focused.
• Strong problem\-solving and decision\-making capabilities.
• High accountability and ownership mindset.
• Ability to influence stakeholders and lead organizational change.
• Strong communication and team development skills.
### **Benefits**
* Learning \& development programs * Growth\-oriented organization * Process\-driven work * Transparent work culture * Young \& vibrant environment * Work\-life balance * Health insurance * Annual health check\-up
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