Managing Director of Service Delivery Operations

The Mission

We are seeking a dynamic Managing Director of Service Delivery Operations to join our globally expanding professional services team. The right candidate is someone who has significant experience developing operations protocols, processes and strategy to increase efficiencies with an international and 100% remote team. This individual will be passionate about delivering high customer satisfaction and creating a world class experience. The Managing Director of Service Delivery Operations will be the leader responsible for ensuring consistency of delivery standards and execution of the Caylent Way methodology. This individual will seek to ensure customer expectations are not only met, but consistently exceeded. Reporting to the Chief Operations Officer, your mission will be to oversee and scale a world-class delivery delivery operations organization focused on providing AWS professional services to a diverse customer base across startups, SMBs, and Enterprise.

Your Assignment

• Oversight of our service delivery operations organization (SDO), which includes our principal consulting, project/program management and project operations practices. 
• Collaborate with department leaders to oversee the customer and employee experience for both engineering and SDO teams, working alongside service delivery engineering leadership to strive for best-in-class service.
• Create strategy to build out of the consulting/advisory capability in association with the SDO, delivering exceptional value for our customers and meeting with carrying a responsibility for
  profit requirements.
• Assist and participate with pre-sales and sales to ensure customer experience and staffing timelines align to overall goals and go-to-market strategy.
• Collaborate with the Talent/HR team to proactively forecast hiring needs to support current and future customer demand.
• Track and report on key metrics, such as margin, utilization, and manage SDO P&L to ensure the service delivery organization is operated profitably and take necessary short and long-term actions to optimize the organization’s ROI.
• Attract and manage best-in-industry talent, fostering collaboration across the team, identifying development and learning opportunities and coaching team members to uncover their highest potential.
• Establish and cultivate a solid working relationship with internal and external customers.
• Develop and deliver monthly, quarterly, annual and as-needed executive level reporting and visibility into the performance of the SDO organization.

Your Qualifications

• 7+ years experience in the project management or client service management at a PMO/Operations level
• 3+ years managing a P&L and other business unit KPI’s in excess of $50M
• Extremely strong fundamentals - problem solving, communication, and prioritization
• Track record of success managing global teams
• Enthusiasm for working in a startup environment and the ability to be cross-functional
• Possess a natural curiosity and excitement for learning new technology
• You embody and cultivate the Caylent ‘s values

Preferred Qualifications

• Experience working in a client-facing environment, with a strategic mindset for creating successful business units
• Over 5+ years working in a consultancy/advisory environment

Benefits

• Medical Insurance for you and eligible dependents 
• 401k plan with company match up to 4% and immediate vesting
• State of the art laptop and tools
• Dental and Vision insurance
• Term Disability Insurance
• Term Life Insurance
• Flexible Spending Account
• Equipment & Office Stipend
• Annual stipend for Learning and Development
• Generous and flexible PTO
• 10 Paid Holidays

NOTE: We are unable to provide sponsorship for this position.

Caylent is a place where everyone belongs.  We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at Caylent.   

We are proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at [email protected].