Operations Manager – Delivery Excellence

This role is built for a leader who can transform delivery operations into a competitive advantage while creating the next generation of operational leadership for Indovance.

Key Responsibilities:

1. Delivery Excellence & Operational Performance (35%) On-Time Delivery Ownership.

• Ensure consistent achievement of delivery commitments across all projects and accounts.

• Establish delivery governance mechanisms to monitor project health, risks, dependencies, and schedule adherence.

• Drive proactive intervention plans to eliminate delivery bottlenecks and slippages.

Resource & Capacity Optimization.

• Lead workforce planning, forecasting, project allocation, and utilization management.

• Optimize resource deployment to maximize productivity while maintaining quality standards.

• Eliminate operational inefficiencies and reduce non-billable effort. Process Excellence

• Develop scalable delivery frameworks, SOPs, and best practices.

• Improve throughput and turnaround times through Lean operational practices.

• Standardize planning and execution methodologies across teams.

Digital & Automation Adoption

• Partner with BIM, AI, and Digital Transformation teams to embed automation into core workflows.
• Drive technology adoption to improve productivity, quality, and delivery speed.

• Identify opportunities for workflow digitization and process simplification.

2. Quality Excellence & Continuous Improvement (30%) Build a Quality-First Cultur e

• Transform quality from an inspection function into an organizational mindset.

• Ensure quality ownership remains within delivery teams and not solely with QC functions.

• Promote prevention-based quality practices across all programs.

Quality Management Framework.

• Strengthen and continuously improve Quality Management Systems (QMS).

• Define quality standards, review mechanisms, and process controls.

• Ensure adherence to internal and client-specific quality requirements.

Root Cause Analysis & Corrective Actions

• Institutionalize RCA methodologies to eliminate recurring issues.

• Drive continuous improvement initiatives using data and quality metrics.

• Create closed-loop feedback systems between production, QC, and customer teams.

Quality Performance Management Monitor and report:

• First-Time-Right (FTR)

• Rework %

• Defect rates

• Client escalations.

• Customer satisfaction metrics

3. Productivity & Profitability Management (20%) Productivity Leadership

• Establish productivity baselines and improvement targets across business units.

• Develop measurement systems for output, efficiency, and utilization.

• Drive continuous productivity improvements through process optimization and workforce capability enhancement.

Operational Efficiency.

• Identify and eliminate process waste, delays, and effort leakages.

• Improve delivery margins through effective utilization and workflow optimization.

• Leverage automation and standardization to increase overall throughput.

Performance Analytics

• Implement dashboards and KPI reviews for operational decision-making.

• Conduct regular performance reviews with managers and team leaders.

• Use predictive analytics for forecasting workload, capacity, and delivery performance.

4. Client Success & Business Growth (10%) Strategic Client Partnership

• Develop strong relationships with key clients across the US and UK markets.

• Understand client business objectives and align delivery strategies accordingly.

• Act as a trusted operational advisor for delivery and quality improvement initiatives.

Account Growth Support

• Partner with Sales and Account Management teams to support account expansion.

• Improve customer retention through consistent delivery performance and service excellence.

• Identify opportunities for additional services, efficiencies, and value creation.

Governance & Communication

• Lead Weekly, Monthly, and Quarterly Business Reviews (QBRs).

• Present delivery, productivity, quality, and growth metrics to clients and leadership teams.

• Ensure transparent communication of risks, actions, and improvement plans.

5. People Leadership & Organization Development (5%)
High-Performance Culture

• Build a culture of accountability, ownership, discipline, and customer focus.

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