Role Overview
We are looking for a highly driven and analytical Operations Management Lead to lead and strengthen operational execution across a fast-growing cybersecurity and technology services organization.
This role is responsible for overseeing the operational effectiveness and performance of the Project Management / Service Delivery function, ensuring projects are delivered with high quality, responsiveness, operational discipline, and customer satisfaction.
The Operations Management Lead will directly manage and coordinate a team of Project Managers responsible for service delivery across multiple cybersecurity engagements and clients.
The ideal candidate combines:
- Strong operational leadership capability
- Process optimization and institutionalization mindset
- Six Sigma / operational excellence background
- IT or technology services experience
- Strong data analytics and operational visibility capability
- Ability to operate effectively in a fast-paced, high-growth environment
This role is highly execution-focused and requires someone capable of driving operational accountability, delivery governance, and continuous improvement across the organization.
Scope of Responsibility
- Lead and manage up to 10 Project Managers / Service Delivery personnel
- Be accountable for the operational outcome and service delivery quality of projects managed by the PM team
- Ensure projects are delivered:
- Responsively
- Efficiently
- Professionally
- According to operational standards and timelines
- Drive operational visibility, governance, and execution discipline across the service delivery organization
- Act as the escalation and coordination point for operational and delivery-related issues
Key Responsibilities
Service Delivery Leadership
- Lead and manage the Project Management / Service Delivery team
- Monitor the health and operational status of ongoing projects
- Ensure project managers maintain high responsiveness and operational ownership
- Drive delivery excellence, operational consistency, and customer satisfaction
- Ensure proper coordination between: Consultants, Team leaders, Clients, Sales, Operations
- Review delivery risks, delays, escalations, and resource constraints proactively
- Ensure operational follow-through and closure of delivery issues
- Drive accountability and execution discipline among project managers
Operational Governance & Process Improvement
- Analyze and optimize operational workflows and service delivery processes
- Drive process tuning initiatives to improve: Project execution efficiency, Resource utilization, Responsiveness, SLA adherence, Delivery predictability, Operational visibility
- Develop and institutionalize scalable SOPs and operational frameworks
- Drive continuous improvement initiatives using Lean, Six Sigma, or operational excellence methodologies
- Ensure operational compliance and governance standards are consistently followed
Delivery Performance & Analytics
- Build and monitor operational dashboards and KPIs for service delivery
- Analyze operational and project data to identify bottlenecks and improvement opportunities
- Track and improve metrics such as: Project responsiveness, Delivery turnaround time, Client escalations, Resource utilization, PM workload distribution, Project delays, CSAT / client satisfaction, Operational SLA adherence
- Improve operational reporting accuracy and organizational visibility
Cross-Functional Coordination
- Work closely with: Finance, HR, Technical Team Leaders, Leadership team
- Ensure smooth operational coordination across departments
- Facilitate operational review and performance meetings
- Support organizational scaling and operational institutionalization initiatives
Technology & Systems Enablement
- Improve operational tooling, workflows, and reporting systems
- Identify automation opportunities to improve operational efficiency
- Support implementation and optimization of operational platforms and analytics systems
Requirements
Education & Experience
- Bachelor's degree in: Engineering, Information Technology, Operations Management, Business Analytics, Related disciplines
- 7–12 years of experience in: Operations management, Service delivery management, PMO leadership, Technology operations, Consulting or managed services environments
- Proven experience managing project management or service delivery teams
- Experience operating in fast-paced, high-growth organizations
Preferred Qualifications
- Six Sigma certification (Green Belt / Black Belt preferred)
- Lean operational excellence background
- Experience in cybersecurity, IT consulting, managed services, or professional services industry
- Experience building scalable operational structures and governance
Required Skills
Operational Leadership
- Strong leadership and coordination capability
- Ability to drive accountability and execution discipline
- Strong escalation management and operational decision-making capability
- Ability to manage multiple high-priority operational activities simultaneously
Process Optimization
- Strong process tuning and operational improvement mindset
- Ability to institutionalize scalable ways of working
- Strong systems-thinking capability
Data & Analytics
- Strong analytical and quantitative problem-solving skills
- Comfortable working with operational dashboards and large datasets
- Ability to convert operational data into actionable insights
- Strong KPI and performance management capability
Communication & Stakeholder Management
- Strong communication and stakeholder management skills
- Ability to engage across technical, operational, and management teams
- Strong reporting and presentation capability
Tools & Systems
Preferred exposure to:
- Power BI
- Zoho Analytics
- Excel advanced analytics
- Project management platforms
- Workflow automation tools
Ideal Candidate Profile
The ideal candidate:
- Operates with high ownership and urgency
- Is highly structured, analytical, and execution-oriented
- Enjoys solving operational inefficiencies and scaling operational systems
- Thrives in fast-paced and evolving environments
- Can balance operational governance with execution speed
- Is capable of managing operational complexity across multiple simultaneous projects
- Has strong leadership presence and operational maturity
Success Metrics
Success in this role may be measured by:
- Improved service delivery quality
- Higher client satisfaction and responsiveness
- Reduction in delivery escalations and delays
- Better workload distribution among PMs
- Improved operational visibility and reporting accuracy
- Higher resource utilization efficiency
- Stronger operational governance and accountability
- Consistent delivery execution standards across projects
Why Join Us
You will play a key leadership role in strengthening and scaling the operational backbone of a rapidly growing cybersecurity and technology services organization. This role provides the opportunity to directly influence delivery excellence, operational maturity, and organizational scalability while working closely with leadership on high-impact transformation initiatives.
