Delivery Operations Systems & Process Manager

About the role

We're seeking a Delivery Operations Systems and Process Manager to architect, optimize, and scale systems and AI automation for our global delivery organization. This role involves designing the system roadmap, deploying intelligent automation, and partnering with key stakeholders.

Responsibilities

• Own the end-to-end roadmap, optimization, and governance of Certinia PSA and Salesforce
• Work with Enterprise Technology and GTM Systems on sprint cycles and own Delivery System Change Management
• Design and deploy AI-powered workflows for project health scanning, anomaly detection, staffing intelligence, skill-based routing, predictive forecasting, and margin insights
• Automate manual workflows across staffing, project setup, billing, and customer success
• Partner with BizOps to ensure strong data governance, compliance, and system integrity
• Identify and solve inefficient existing patterns
• Leverage AI to implement operational improvements
• Serve as the primary systems and operations advisor to Global Delivery Leadership, Director of BizOps, Finance, RevOps, and CX
• Translate business strategy into scalable systems, data models, and automation
• Lead cross-functional initiatives that improve predictability and customer outcomes

Requirements

• 7-12+ years in delivery operations, PSA/ERP systems engineering, or professional services operations
• Deep experience with Certinia or financial force PSA/ERP/CS (or equivalent PSA platforms)
• Proven track record implementing AI automation, predictive analytics, or agentic workflows
• Expertise in workflow design, systems architecture, and data governance
• Excellent communication and cross-functional leadership skills

Qualifications

• Bonus points: Salesforce platform experience, SaaS, consulting, or enterprise technology delivery background, understanding of revenue recognition, forecasting, and services margin optimization

Skills

• Systems architecture
• Data governance
• AI automation
• Workflow design
• Communication and leadership

Benefits

• Medical, dental, vision, life, and disability insurance
• 401(k) retirement plan
• Flexible spending & health savings account
• At least 12 paid holidays
• Paid time off
• Parental leave
• Employee assistance program
• Other company benefits