Head of Operations - Service Delivery
Core
Own the end-to-end delivery engine for five service lines, ensuring throughput, capacity, and service levels keep pace with rapid sales growth while modernizing operations with AI and automation.
Role type
Senior IC Head of Operations (Service Delivery)
Builds
Service delivery operations, capacity models, and AI-driven workflow automation for a professional services firm.
Domain
Professional Services / Operations Management / AI & Automation
Deliverable
production ML models
Required skills
High-volume service delivery leadership, team management (20-50+), process redesign, unit economics, capacity planning, AI/automation adoption, Lean and Six Sigma
Preferred skills
Experience with AI-native case management, building data-driven capacity plans
Technologies
AI-native case management, client portals, workflow automation tools, Lean and Six Sigma
Responsibilities
Manage throughput, turnaround times, backlog, and service levels across five service lines; Lead and coach Practice Leads and senior delivery managers; Build delivery cost, productivity, and contribution margin models with Finance; Develop a roadmap to modernize delivery with automation and AI; Translate sales forecasts into capacity and hiring plans.
