Senior Manager, Client Delivery Operations and Governance

Abacus Insights•Boston, MA

17h•Remote

About The Position

As Senior Manager, Client Delivery Operations and Governance, you will own the operating system behind how Abacus delivers for health plans. You will build and run the processes, tools, and standards—resourcing and capacity management, Jira standards, Smartsheet Control Center, Replit applications, delivery templates, knowledge management, and stage gates—that give our delivery teams the consistency, visibility, and accountability to scale. Reporting to the Director of Client Delivery Management, you will be the process and change-management partner to Client Delivery leadership across Client Success, Client Solutions, and Client Engineering. You will translate delivery strategy into practical process, make sure teams follow the agreed methodology, and remove the friction that comes from inconsistent tools, unclear ownership, and unmanaged process variation. You will lead a small, high-impact team and together set the standards, workflows, templates, dashboards, and governance that let delivery scale without losing execution discipline.

Requirements

8+ years of experience in delivery operations, PMO or process governance, or professional services operations, including resource and capacity management
3+ years leading people or team leads
Strong working knowledge of Jira (workflow and field design, dashboards, reporting) and Smartsheet
Experience designing and enforcing delivery lifecycle governance, including stage gates, templates, and SOPs
Experience with project and resource reporting, utilization, and portfolio-level visibility for senior leaders
A track record in change enablement: communication, training, adoption, and reinforcement
Comfort working across client-facing and technical teams and translating messy operational needs into clear standards
The organizational courage to enforce standards, the judgment to know when a process needs flexibility, and a partnership mindset that supports teams without becoming a bottleneck or adding unnecessary bureaucracy
Clear, credible executive communication

Nice To Haves

Healthcare/HealthTech/Payer, working with Enterprise Data Platform Development
Hands-on Smartsheet Control Center experience (blueprints, project templates, global updates)
Experience with low-code or AI-enabled tooling (such as Replit) to automate delivery workflows
Startup or scale-up experience adapting process quickly as priorities change
Experience building a knowledge management model or platform
PMP, PgMP, ITIL, Prosci, or similar certification

Responsibilities

Own and continuously improve the end-to-end delivery operating model, including stage gates, delivery templates, SOPs, tool standards, and process governance
Define stage gates that are clear, consistently applied, and enforceable across Client Success, Client Solutions, Client Engineering, Client Delivery Management, and PMO teams
Adapt standards quickly as business priorities shift, preserving clarity and accountability without slowing execution
Partner with functional leaders to define role clarity, handoffs, required artifacts, and ownership across the delivery lifecycle
Lead delivery resourcing and capacity management, including intake, prioritization, allocation visibility, escalation paths, and utilization reporting
Own Jira process standards for delivery work—project setup, hierarchy, workflows, required fields, dashboards, and reporting expectations—aligned to Smartsheet
Own Smartsheet Control Center administration and governance for Delivery Management, including blueprints, project templates, dashboards, reports, intake, global updates, and portfolio visibility
Steward Replit applications and other delivery tooling that support predictable client delivery
Build and maintain a centralized knowledge management model for delivery documentation, templates, training materials, process guidance, and reusable artifacts
Drive adoption through training, office hours, and practical guidance that helps teams use the tools correctly
Maintain executive-ready visibility into resourcing health, stage gate status, tool adoption, compliance, and operational risks
Identify process gaps, tool friction, and reporting inconsistencies, then recommend and implement corrective actions
Hold the line when delivery standards aren’t followed, escalating gaps with clarity and pragmatism
Lead, coach, and develop the Resourcing/Capacity Lead and Knowledge Management Lead