Director of Delivery Operations and Workforce Planning, NoAM

## **About Valiantys** Valiantys helps organizations transform how work gets done across the enterprise, leading with transformation consulting, enterprise service management (ESM), and engineering productivity. By combining deep process expertise with modern collaboration, automation, and value stream practices, Valiantys enables business, IT, and product teams to design connected, efficient, and human-centered ways of working. With a strong focus on the modern workforce, the company helps customers reimagine service delivery beyond IT, streamline cross-functional workflows, and improve flow and throughput for engineering teams. For more information, visit [](https://valiantys.com/ ""). ### Job Summary The Director of Delivery Operations and Workforce Planning, NoAM builds and leads the operational backbone of the regional Delivery organization across professional services and managed services. The role creates the management system, data discipline, operating cadence, and cross-functional coordination required to make delivery predictable, scalable, and financially healthy. It gives leadership a trusted, reconciled view of demand, capacity, utilization, project health, revenue, margin, and execution risk so that decisions are timely and grounded in evidence rather than anecdote. Working in close partnership with Delivery, Technical Delivery, Project Management, Engagement, Sales, Finance, and People & Culture, the Director turns regional strategy into repeatable operating practices and holds the organization to them. Success is measured by forecast accuracy, staffing responsiveness, utilization and margin performance, and the speed and confidence with which regional leadership can make decisions. This is an operations leadership role. Engagement outcomes and client delivery remain owned by the accountable Delivery, Technical Delivery, and Project Management leaders. The Director does not carry direct reports at the outset and is expected to deliver through influence, disciplined process, and clear accountability across functions. ### What You'll be Working on Delivery Operating Model & Governance - Establish and maintain the NoAM Delivery operating model, including management cadences, decision forums, escalation paths, ownership structures, and recurring performance reviews - Create and govern a consistent sales-to-delivery-to-finance operating lifecycle covering handoff, project setup, staffing, delivery governance, change control, and closure - Ensure regional operating practices align with regional strategy, financial objectives, and global delivery policies, and translate those into practical workflows and standards - Identify systemic operational risks and recurring exceptions, distinguish isolated issues from operating-model problems, and coordinate corrective action with accountable leaders - Provide regional leadership with clear, consistent visibility into portfolio performance and execution health Demand, Capacity & Workforce Planning - Own the regional operating process for demand forecasting, capacity planning, utilization management, bench exposure, and forward-looking workforce visibility - Integrate backlog, qualified pipeline, active work, resource requests, skills and availability, and hiring plans into a single unified planning view - Facilitate recurring demand, capacity, and workforce reviews with Delivery, Sales, Engagement, Finance, and People & Culture leaders - Develop scenario analyses that surface future capacity gaps, over-allocation, bench risk, contractor needs, and cross-team deployment opportunities - Translate forecast demand into actionable hiring, contractor, mobility, and capability-development recommendations, and improve staffing speed through transparent prioritization and escalation Financial & Commercial Operations - Partner with Finance and Delivery leadership to maintain a reconciled operational view of services revenue, utilization, backlog health, project direct margin, and regional gross margin - Improve forecasting accuracy through disciplined project plans, assignments, estimates at completion, revenue phasing, and variance analysis - Monitor the operational indicators that reveal margin leakage and forecast risk early, including project health, write-offs, unbilled work, and billing readiness - Clarify root causes and facilitate corrective action planning with the accountable delivery and commercial leaders - Support budgeting, workforce investment, and contractor decisions with transparent assumptions and scenario analysis Performance Management & Decision Intelligence - Define and maintain the regional delivery KPI framework, including metric definitions, data ownership, thresholds, and review cadence - Deliver executive-ready reporting and decision narratives that connect portfolio health, demand and capacity, financial performance, and client risk - Analyze trends, drivers, and forecast variance to explain what is changing and why, not only what the numbers are - Establish trusted operating metrics by improving data quality at the source through validation, exception reporting, and clear ownership rather than manual reconciliation at reporting deadlines - Present leadership with concise options, implications, and recommended actions, making confidence levels and data limitations explicit Cross-Functional Leadership & Execution Discipline - Serve as the primary operating partner to the NoAM VP Delivery, converting regional priorities into executable plans and durable management routines - Influence alignment across Delivery, Sales, Engagement, Finance, People & Culture, and global operations without relying on formal authority - Clarify interfaces, decision rights, and accountability among Delivery, Technical Delivery, Project Management, Resource Management, Finance, and commercial teams - Promote forecasting accuracy, data discipline, and follow-through as expected operating behaviors across the region - Act as the regional business owner for Delivery operations requirements in PSA, CRM, and reporting platforms, setting priorities and adoption expectations in partnership with the system owners who implement them - Lead delivery operations resources where assigned, and build the case for additional capability as the function matures Experience