Director of Delivery Operations and Workforce Planning

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Delivery Operations and Workforce Planning based in Canada. This senior operations leadership role is responsible for building the operational backbone of a regional delivery organization spanning professional and managed services. You will establish the governance, planning processes, data discipline, and performance routines that make delivery more predictable, scalable, and financially sustainable. The role brings together demand, capacity, utilization, workforce planning, project health, revenue, margin, and execution risk into a trusted decision-making framework. You will work closely with Delivery, Sales, Finance, People & Culture, Project Management, and technical teams across a complex, multi-workstream environment. Success will depend on your ability to turn strategy into repeatable operating practices and influence stakeholders without relying solely on formal authority. The position combines strategic leadership with hands-on operational problem solving and offers significant scope to shape a growing regional function. Accountabilities - Delivery operating model and governance: Establish and maintain regional delivery operating practices, including management cadences, decision forums, escalation paths, ownership structures, performance reviews, and consistent sales-to-delivery-to-finance workflows. - Demand, capacity, and workforce planning: Own forecasting and capacity-planning processes by integrating pipeline, backlog, active work, resource requirements, skills, availability, and hiring plans into a unified regional view.

- Workforce optimization: Facilitate recurring demand and capacity reviews, identify staffing gaps, bench exposure, over-allocation, contractor requirements, and deployment opportunities, and translate findings into hiring, mobility, contractor, and capability-development recommendations. - Financial and commercial operations: Partner with Finance and Delivery leaders to maintain visibility into revenue, utilization, backlog, project margins, gross margin, forecasting, billing readiness, write-offs, and other indicators of financial or operational risk. - Performance management: Define and maintain delivery KPIs, data ownership, thresholds, reporting standards, and review cadences while improving data quality and reducing reliance on manual reconciliation. - Decision intelligence: Prepare executive-ready reporting and recommendations that explain trends, forecast variance, portfolio health, capacity, financial performance, and client risk, while clearly identifying assumptions and data limitations. - Cross-functional leadership: Serve as a key operating partner to regional leadership and align Delivery, Sales, Engagement, Finance, People & Culture, Project Management, Resource Management, and technical teams around priorities, decision rights, and accountability. - Systems and process enablement: Act as the regional business owner for delivery-operations requirements across PSA, CRM, and reporting platforms, prioritizing improvements and driving adoption in partnership with system owners. - Operational improvement: Identify systemic risks, recurring exceptions, process gaps, and margin or forecasting issues, then coordinate corrective actions and establish scalable practices as the organization grows. - Organizational capability: Lead delivery-operations resources where assigned and help build the case for additional capabilities, while developing leaders, strengthening operating discipline, and fostering a high-performance culture. Requirements - Professional services leadership: Significant leadership experience in consulting, professional services, delivery operations, PMO, resource management, business operations, or managed services environments.