Director, Delivery Excellence and Operations (Professional Services) CE-027

About the Role

The Director, Delivery Excellence and Operations is a senior leader responsible for building and running the project management office (PMO) and operational backbone of Irth’s Professional Services organization (EDO) across all product lines.

This role owns portfolio governance, delivery methodology, resource and capacity planning, and performance reporting. The Director ensures professional services engagements are planned and delivered predictably, on time, and within budget.

Working closely with Practice Leads, Sales, Finance, Customer Success, Product, Engineering, and IT, this leader will establish consistent processes, systems, and operating rhythms that enable the Professional Services organization to scale effectively.

The ideal candidate is a seasoned PMO or delivery operations leader with deep program governance expertise and strong operational discipline. They are highly organized, data-driven, and comfortable operating in a fast-paced environment. They excel at building repeatable processes, establishing resource planning systems, creating executive-level reporting, and building trust across teams with different methodologies, customers, and priorities.

• Build and lead the PMO for Irth’s Professional Services organization (EDO).
• Establish a consistent governance framework, delivery methodology, processes, and toolset across all practices.
• Maintain portfolio-level visibility into active and pipeline services engagements.
• Track project health, milestones, risks, dependencies, budgets, and escalations.
• Establish and lead regular operating cadences with Practice Leads and executive leadership.
• Provide clear, data-driven reporting and recommendations to senior leadership.

• Own resource and capacity planning across the Professional Services organization.
• Develop staffing models, utilization targets, and capacity forecasts.
• Ensure the right skills and resources are available to support committed and pipeline work.
• Partner with Practice Leads and Sales to identify upcoming resource requirements and potential capacity constraints.
• Monitor utilization and resource allocation and proactively address gaps or risks.

• Own the selection, implementation, administration, and ongoing optimization of the Professional Services Automation (PSA) platform.
• Configure and manage project, resource, time-tracking, billing, approval, and reporting workflows.
• Establish the PSA platform as the system of record for portfolio, resource, utilization, and delivery data.
• Design and continuously improve PSA workflows and integrations in partnership with Finance, Sales Operations, and IT.
• Drive adoption, data quality, and consistent usage across all practices.

• Develop and maintain delivery playbooks, templates, processes, and quality standards.
• Establish consistent project management practices from kickoff through go-live and closeout.
• Partner with Practice Leads to drive adoption of delivery standards across project managers and delivery teams.
• Identify opportunities to improve delivery predictability, quality, efficiency, and customer outcomes.
• Incorporate lessons learned, customer feedback, and industry best practices into evolving delivery standards.

• Own the Professional Services operations reporting layer.
• Develop and maintain dashboards and reporting for:
• Utilization
• Project health
• Capacity
• Revenue forecasting
• Margin and profitability
• Delivery performance
• Establish reporting cadences and communicate results, trends, risks, and escalations to Irth leadership.
• Translate operational data into clear insights and actionable recommendations.

• Partner with Sales, Finance, and Practice Leads on SOW development, pricing consistency, and deal desk processes.
• Ensure new engagements are appropriately scoped, priced, staffed, and structured for sustainable delivery.
• Collaborate with Sales and Customer Success to align commitments with delivery capacity and operational requirements.
• Partner with Product, Engineering, IT, and other cross-functional teams to resolve dependencies and improve delivery effectiveness.
• Represent the PMO and Professional Services operations function in cross-functional and customer-facing forums as needed.

• Establish a culture of continuous improvement across Professional Services operations.
• Identify operational inefficiencies and implement scalable solutions.
• Use portfolio data, lessons learned, customer feedback, and industry practices to improve processes and outcomes.
• Drive consistency while allowing appropriate flexibility for different practices, products, and customer needs.
• Perform other duties as assigned by an appropriate administrator or their representative.

• Significant experience leading a PMO, Professional Services Operations, Delivery Operations, or similar…