Operations Manager – Delivery Excellence

Role Overview

This leadership position is designed for a professional capable of transforming delivery operations into a strategic advantage while fostering future operational leaders within the organization.

Key Responsibilities

• Delivery Excellence & Operational Performance: Own on-time delivery across projects, implement governance systems to track project health and schedules, and proactively address delivery challenges. Lead resource and capacity planning, optimize workforce allocation for maximum productivity and quality, and eliminate inefficiencies. Develop scalable frameworks and SOPs, enhance throughput with Lean methodologies, and standardize planning and execution. Collaborate with digital and automation teams to integrate technology for improved productivity and workflow simplification.
• Quality Excellence & Continuous Improvement: Cultivate a culture emphasizing quality ownership within delivery teams, advance quality management frameworks, and enforce compliance with internal and customer standards. Lead root cause analyses to prevent recurring issues, implement continuous improvement through data-driven quality metrics, and monitor performance indicators like First-Time-Right, defect rates, rework levels, escalation cases, and customer satisfaction.
• Productivity & Profitability Management: Establish productivity baselines and targets, measure output, efficiency and utilization, and drive continuous enhancements via process improvements and workforce development. Work on operational efficiency to eliminate waste, improve margins, and employ automation and standardization to increase overall capacity. Utilize dashboards and KPIs to support operational decisions and apply predictive analytics for workload and capacity forecasting.
• Client Success & Business Growth: Develop strategic partnerships with core clients in the US and UK, aligning delivery strategies with client goals. Support sales and account management for business expansion, enhance retention through reliable service delivery, and identify opportunities for value addition. Lead governance meetings including weekly to quarterly reviews, communicate transparently about risks and improvements to both clients and leadership.
• People Leadership & Organization Development: Foster a culture of accountability, ownership, and customer focus, establish clear performance criteria tied to delivery and quality. Initiate recognition and performance management systems, mentor mid-level leaders, and prepare leadership succession plans to support organizational growth.

Candidate Profile & Experience

• 15+ years in engineering services, including AEC, BIM, manufacturing engineering, or mechanical CAD, with at least 4-5 years in managing delivery or quality operations and multi-team environments.
• Proven ability to improve delivery results, productivity, and customer satisfaction.
• Deep experience with Quality Management Systems and quality frameworks such as Six Sigma Green/Black Belt, Lean, ISO, with preference for candidates who have established or led a Quality Center of Excellence.
• Understanding of utilization, project profitability, ERP, and project planning tools (e.g., NetSuite, Deltek) and expertise in data-driven reporting.
• Experience in managing client relationships internationally, especially in US and UK markets, with success in governance and strategic partnership roles.
• Strong leadership qualities, results orientation, problem-solving skills, high accountability, ability to influence change, and effective communication skills.

Success Milestones

• Phase 1: Stabilize delivery by enhancing on-time delivery, strengthening quality frameworks, improving first-time-right metrics, and optimizing resource use.
• Phase 2: Accelerate productivity gains, reduce inefficiencies, embed automation and AI workflows, and support account growth by excellent delivery performance.
• Phase 3: Lead multiple delivery teams, oversee broad operational areas including delivery, quality, customer success, and contribute strategically to organizational expansion.

About Indovance

Founded in 2003, Indovance is a leading offshore engineering partner specializing in CAD drafting and design services for the global architecture, engineering, and construction industries. Headquartered in Apex, North Carolina with an offshore center in Pune, India, Indovance delivers process-driven, collaborative, and high-quality engineering solutions that span multiple disciplines and time zones. The company emphasizes career growth through global exposure and real-world challenges, empowering partners worldwide.