DELIVERY & OPERATIONS MANAGER

READ THIS BEFORE APPLYING

This is NOT a Project Coordinator role.

Do NOT apply if:

• You track work but do not control it

• You have only assisted delivery teams

• You have never owned deadlines or SLAs

• You have not managed the workload across a team

This role is for operators who: Drive execution Enforce accountability Ensure NOTHING slips

ROLE SUMMARY (WHAT YOU WILL OWN)

You will run the Delivery Command Center for a U.S.-based accounting and tax firm.

You are responsible for:

• Controlling all project timelines

• Allocating work across teams

• Enforcing SLA adherence

• Eliminating delays and bottlenecks

If deadlines are missed — YOU are accountable.

CORE RESPONSIBILITIES

1. Delivery Control (NON-NEGOTIABLE)

• Manage 30–100+ active client deliverables simultaneously

• Ensure 95%–100% on-time delivery across:

• Bookkeeping

• Tax Returns

• Payroll

• Build and enforce daily tracking systems

  
  

2. SLA Enforcement

• Define, monitor, and enforce turnaround times

• Identify delays BEFORE they happen

• Escalate and resolve blockers immediately

  
  

3. Capacity & Resource Planning

• Allocate work across 10–30 team members

• Maintain 75%–90% utilization

• Prevent overload and idle time

  
  

4. Execution Management

• Assign tasks, owners, and deadlines

• Run daily/weekly delivery meetings

• Drive follow-ups until completion

  
  

5. Cross-Team Coordination

• Work with Accounting, Tax, Payroll, and Client teams

• Ensure seamless workflow across departments

  
  

6. MIS & Dashboarding

• Build and maintain real-time dashboards:

• Work status

• Delays

• Utilization

• Provide daily/weekly reports to leadership

  
  
  

Requirements

MANDATORY EXPERIENCE

You MUST have ALL of the following:

• 4–8 years of experience in:

• Delivery Management

• Operations Management

• BPO / KPO / IT Service Delivery / Accounting Operations

• Proven track record of:

• Managing 30+ concurrent projects/tasks

• Achieving 95%+ SLA adherence

• Handling team workload allocation

• Running delivery meetings and escalations

IDEAL CANDIDATE PROFILE

You are someone who:

• Has worked in high-pressure, SLA-driven environments

• Is obsessed with deadlines and execution

• Does not wait for instructions — you drive outcomes

• Can manage chaos and bring structure

FINAL NOTE

This role is for operators, not coordinators.

If your past experience is primarily:

• Documentation

• Meeting coordination

• Reporting support

This role is NOT for you.

If you are someone who ensures execution happens no matter what — we want to talk to you.

Benefits

⚙️ TOOLS (STRONG ADVANTAGE)

• Zoho Projects / Zoho One

• ClickUp / Asana / Monday

• Advanced Excel / Google Sheets

• Power BI / Zoho Analytics

WHY JOIN US

• Build a high-performance delivery engine from the ground up

• Work directly with leadership

• Clear path to Head of Operations

• High ownership, high-impact role