Operations manager - delivery excellence

<p> 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. </p> <p> Key Responsibilities: </p><p>1. Delivery Excellence &amp; Operational Performance (35%) On-Time Delivery Ownership. </p><p>• Ensure consistent achievement of delivery commitments across all projects and accounts. </p> <p>• Establish delivery governance mechanisms to monitor project health, risks, dependencies, and schedule adherence. </p> <p>• Drive proactive intervention plans to eliminate delivery bottlenecks and slippages. </p> <p> Resource &amp; Capacity Optimization. </p><p>• Lead workforce planning, forecasting, project allocation, and utilization management. </p> <p>• Optimize resource deployment to maximize productivity while maintaining quality standards. </p> <p>• Eliminate operational inefficiencies and reduce non-billable effort. Process Excellence </p> <p>• Develop scalable delivery frameworks, SOPs, and best practices. </p> <p>• Improve throughput and turnaround times through Lean operational practices. </p> <p>• Standardize planning and execution methodologies across teams. </p> <p> Digital &amp; Automation Adoption </p><p>• Partner with BIM, AI, and Digital Transformation teams to embed automation into core workflows. • Drive technology adoption to improve productivity, quality, and delivery speed. </p> <p>• Identify opportunities for workflow digitization and process simplification. </p> <p>2. Quality Excellence &amp; Continuous Improvement (30%) Build a Quality-First Cultur e </p><p>• Transform quality from an inspection function into an organizational mindset. </p> <p>• Ensure quality ownership remains within delivery teams and not solely with QC functions. </p> <p>• Promote prevention-based quality practices across all programs. </p> <p> Quality Management Framework. </p><p>• Strengthen and continuously improve Quality Management Systems (QMS). </p> <p>• Define quality standards, review mechanisms, and process controls. </p> <p>• Ensure adherence to internal and client-specific quality requirements. </p> <p> Root Cause Analysis &amp; Corrective Actions </p><p>• Institutionalize RCA methodologies to eliminate recurring issues. </p> <p>• Drive continuous improvement initiatives using data and quality metrics. </p> <p>• Create closed-loop feedback systems between production, QC, and customer teams. </p> <p> Quality Performance Management Monitor and report: </p><p>• First-Time-Right (FTR) </p><p>• Rework % </p><p>• Defect rates </p><p>• Client escalations. </p><p>• Customer satisfaction metrics </p><p>3. Productivity &amp; Profitability Management (20%) Productivity Leadership </p> <p>• Establish productivity baselines and improvement targets across business units. </p> <p>• Develop measurement systems for output, efficiency, and utilization. </p> <p>• Drive continuous productivity improvements through process optimization and workforce capability enhancement. </p> <p> Operational Efficiency. </p><p>• Identify and eliminate process waste, delays, and effort leakages. </p> <p>• Improve delivery margins through effective utilization and workflow optimization. </p> <p>• Leverage automation and standardization to increase overall throughput. </p> <p> Performance Analytics </p><p>• Implement dashboards and KPI reviews for operational decision-making. </p> <p>• Conduct regular performance reviews with managers and team leaders. </p> <p>• Use predictive analytics for forecasting workload, capacity, and delivery performance. </p> <p>4. Client Success &amp; Business Growth (10%) Strategic Client Partnership </p><p>• Develop strong relationships with key clients across the US and UK markets. </p> <p>• Understand client business objectives and align delivery strategies accordingly. </p> <p>• Act as a trusted operational advisor for delivery and quality improvement initiatives. </p> <p> Account Growth Support </p><p>• Partner with Sales and Account Management teams to support account expansion. </p> <p>• Improve customer retention through consistent delivery performance and service excellence. </p> <p>• Identify opportunities for additional services, efficiencies, and value creation. </p> <p> Governance &amp; Communication </p><p>• Lead Weekly, Monthly, and Quarterly Business Reviews (QBRs). </p> <p>• Present delivery, productivity, quality, and growth metrics to clients and leadership teams. </p> <p>• Ensure transparent communication of risks, actions, and improvement plans. </p> <p>5. People Leadership &amp; Organization Development (5%) </p><p> High-Performance Culture </p><p>• Build a culture of accountability, ownership, discipline, and customer focus. </p> <p>• Establish clear performance expectations linked to delivery, productivity, and quality outcomes. </p> <p>• Drive recognition and performance management programs. </p> <p> Leadership Development </p><p>• Coach and mentor General Leads, Team Leads, and future managers. </p> <p>• Build leadership succession pipelines for organizational growth. </p> <p>• Develop capabilities aligned with future Delivery Head requirements. </p> <p> Candidate Profile </p> <p> Experience </p> <p>• 15 + years of experience in Engineering Services, AEC, BIM, Manufacturing Engineering, or Mechanical CAD operations. </p> <p>• Minimum 4–5 years managing delivery operations, quality functions, or multi-team execution environments. </p> <p>• Proven track record of improving delivery performance, productivity, and customer satisfaction. </p> <p> Quality &amp; Process Excellence </p> <p>• Strong exposure to Quality Management Systems (QMS). </p> <p>• Six Sigma Green Belt/Black Belt, Lean, ISO, or equivalent quality frameworks preferred. </p> <p>• Experience building or leading a Quality Center of Excellence (COE) is highly desirable. </p> <p> Commercial &amp; Operational Acumen </p> <p>• Strong understanding of utilization, productivity, project profitability, and operational metrics. </p> <p>• Experience with ERP and project planning systems such as Net Suite, Deltek, or similar platforms. </p> <p>• Expertise in dashboard reporting and data-driven decision-making. Client Management </p> <p>• Experience working with international clients, particularly in US and UK markets. </p> <p>• Demonstrated success managing strategic client relationships and governance programs. </p> <p> Leadership Competencies. </p> <p>• Results-oriented and execution-focused. </p> <p>• Strong problem-solving and decision-making capabilities. </p> <p>• High accountability and ownership mindset. </p> <p>• Ability to influence stakeholders and lead organizational change. </p> <p>• Strong communication and team development skills. </p> <p> Success Progression: </p> <p> Phase 1: Delivery Stabilization </p> <p>• Improve On-Time Delivery performance. </p> <p>• Strengthen Quality COE processes. </p> <p>• Increase First-Time-Right (FTR) metrics. </p> <p>• Improve resource utilization and delivery governance. </p> <p> Phase 2: Productivity &amp; Growth Acceleration </p> <p>• Drive measurable productivity improvements. </p> <p>• Reduce operational leakages and rework. </p> <p>• Embed automation and AI-driven workflows. </p> <p>• Support account expansion through exceptional delivery performance. </p> <p> Phase 3: Enterprise Delivery Leadership </p> <p>• Lead multiple delivery functions and business units. </p> <p>• Own delivery, quality, productivity, and customer success at a broader organizational level. </p> <p>• Contribute to strategic planning, capacity expansion, and organizational growth initiatives. • Demonstrate readiness for owing Operations responsibilities. </p> <p> Success Definition for the Role A successful Operations Manager at Indovance consistently delivers: </p> <p>• On-Time Delivery Excellence </p> <p>• Best-in-Class Productivity &amp; Utilization </p> <p>• Superior Quality &amp; Customer Satisfaction </p> <p>• Scalable Business Growth Through Operational Excellence </p> <p> About Indovance: Indovance (founded in 2003) is a trusted offshore engineering services partner, providing specialized CAD drafting and design support to the global AEC (Architecture, Engineering, and Construction) industry. With headquarters in Apex, North Carolina, and a state-of-the-art offshore center in Pune, India, we deliver scalable, process-driven solutions across multiple engineering disciplines and time zones. At Indovance, precision meets innovation. Our teams handle internationally benchmarked projects with a focus on quality, collaboration, and accountability. We are a people-first organization where engineers gain global exposure, grow through real-world challenges, and build rewarding careers—empowering our clients to achieve their vision with confidence. For More details, please visit our website - </p> <p></p> <p></p> <p></p> <p></p> <p></p> <p></p> <p></p> <p></p> <p></p> <p></p> <p></p> <p></p> <p></p> <p></p> <p></p> <p></p> <p></p> <p></p> <p></p> <p></p> <p></p>