Delivery Operations Specialist

We are looking for a Delivery Operations Specialist to strengthen operational excellence across our global delivery organization.

This role focuses on building and refining delivery processes, ensuring system hygiene across delivery-related platforms, supporting engagement/billing models governance, and maintaining operational transparency across clients and projects.

You will work closely with the Delivery Management Team, Sales/Presales, Finance, TA, HR, and Operations teams to ensure that delivery operations are scalable, structured, and aligned with business and contractual requirements. You will be the primary interface for Senior Delivery Leadership and Operations.

Key Responsibilities

• Design, refine, and document delivery processes (engagement setup, project lifecycle, resource allocation, billing flow) in accordance with Process Governance;
• Build and maintain clear roles & responsibilities matrices (RACI) across delivery in alignment with the Process Repository;
• Support VP of Delivery in developing Delivery Governance framework;
• Ensure compliance with established governance standards and policies;
• Monitor process adherence across Delivery Managers and escalate inconsistencies;
• Maintain consistency between commercial agreements and operational setup;
• Support margin tracking and delivery financial visibility;
• Provide operational insights on utilization, revenue leakage risks, and allocation gaps;
• Develop and maintain operational dashboards (utilization, margin, allocation health);
• Maintain data quality in the PSA system (projects, SOW, roles, rates, allocations, margins, RAG, documents, etc.);
• Drive improvements in delivery-related systems configuration and reporting;
• Partner with Finance and IT on system enhancements;
• Support implementation of new tools or integrations;
• Provide structured reporting to Operations and Delivery leadership;
• Willingness to travel as required.

Requirements

• 3+ years of experience in Delivery Operations in an IT service company with headcount 300+ talents;
• Experience working in an international company; excellent English communication skills are required;
• Hands-on experience with PSA or ERP systems (e.g., Ruddr, Mavenlink, NetSuite, SAP, MS Dynamics, etc.);
• Strong understanding of billing models;
• Experience working with rate cards and commercial engagement structures;
• Experience building roles & responsibilities matrices and governance frameworks;
• Solid understanding of delivery lifecycle in IT outsourcing / consulting;
• Solid understanding of business processes management (roles, SOPs, process controls, metrics);
• Strong analytical mindset and structured thinking;
• English – Upper-Intermediate or higher (daily communication).

Nice to have

• Exposure to financial reporting and margin analysis;
• Knowledge of ISO/SOC2 governance environments;
• Experience implementing new operational systems;
• Lean / Process Excellence background.

What we offer

Work:

• Flexible working hours;
• Collaborative, friendly team environment;
• Remote/Hybrid work;

Life:

• Company social events;
• Annual corporate parties;

Health:

• Comprehensive medical insurance;

Education:

• Allowances for professional education;
• English language courses with native speakers;
• Internal knowledge-sharing sessions.