Manager, Delivery Operations

Kicksaw

79d

About The Position

The Manager, Delivery Operations is the operational backbone of Kicksaw’s Delivery organization, reporting to the VP of Delivery. In this role, you’ll connect people, processes, and data to ensure projects are staffed effectively, delivery runs smoothly, and leadership has clear visibility into performance. You’ll partner closely with Delivery Managers, People Ops, Recruiting, Finance, and Sales to forecast capacity, manage utilization, and streamline operations. From optimizing staffing workflows to tracking key delivery metrics, you’ll drive the systems and structure that make scaling possible. This is an ideal role for someone who thrives on building order from complexity, enjoys cross-functional collaboration, and finds satisfaction in making things work better every day.

Requirements

• 5+ years of experience in delivery operations, resource management, or project operations within a consulting, agency, or SaaS environment.
• Strong background in capacity planning, utilization tracking, and resourcing models.
• Proven ability to design, document, and optimize processes across teams.
• Excellent communication and cross-functional collaboration skills.
• Data-savvy with experience using project tools like Smartsheet, Asana, Monday, or Mavenlink.
• Adaptable, analytical, and energized by solving complex operational challenges.

Nice To Haves

• Salesforce ecosystem experience.
• Exposure to Lean or Agile methodologies.
• Experience building a Delivery Ops function from scratch.
• Leading small but mighty operations teams.

Responsibilities

• Partner with Delivery Managers to forecast project needs and align the right people to the right work.
• Manage utilization and capacity across pods — spotting imbalances before they become burnout.
• Build and maintain a live resource matrix that supports strategic staffing decisions.
• Coordinate with Recruiting and Leadership to plan hiring and contracting needs.
• Create and maintain delivery operations and playbooks that standardize excellence and reduce friction.
• Map workflows, RACI models, and handoffs between Sales, Delivery, and Managed Services teams.
• Lead retros and operational audits, constantly asking 'how could this work better?'
• Pilot and implement new processes and tooling improvements across the Delivery Team.
• Define and track key delivery KPIs — utilization, margins, velocity, quality, and client satisfaction.
• Build dashboards and reports that give leadership real-time visibility into delivery performance.
• Identify and address bottlenecks before they become blockers.
• Own the rhythm of delivery operations: weekly staffing, monthly metrics, and quarterly improvements.
• Partner with People Ops to improve onboarding for delivery roles.
• Collaborate with Sales and Account Management to align capacity with incoming work.
• Partner with Finance to ensure project staffing aligns with revenue forecasts.
• Represent Delivery Operations in leadership forums — surfacing insights and driving action.
• Coach and mentor Delivery Operations Analysts or Coordinators (as the team grows).
• Champion a culture of ownership, accountability, and curiosity within Delivery Ops.
• Lead with empathy and systems thinking — helping teams thrive sustainably.

Benefits

• Fully remote work – flexibility to do your best work from anywhere.
• Unlimited PTO – we trust you to balance work and life.
• Learning & development stipend – certifications, training, or conferences.
• Wellness support – stipends and initiatives to help you feel your best.
• Collaborative, values-driven culture – work with a high-performing team that supports and challenges you.
• Clear growth path – help shape how our Delivery organization scales and operates for years to come.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees