Operations Manager Delivery Excellence

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.

Key Responsibilities:

1. Delivery Excellence & Operational Performance (35%) On-Time Delivery Ownership.

• Ensure consistent achievement of delivery commitments across all projects and accounts.

• Establish delivery governance mechanisms to monitor project health, risks, dependencies, and schedule adherence.

• Drive proactive intervention plans to eliminate delivery bottlenecks and slippages.

Resource & Capacity Optimization.

• Lead workforce planning, forecasting, project allocation, and utilization management.

• Optimize resource deployment to maximize productivity while maintaining quality standards.

• Eliminate operational inefficiencies and reduce non-billable effort. Process Excellence

• Develop scalable delivery frameworks, SOPs, and best practices.

• Improve throughput and turnaround times through Lean operational practices.

• Standardize planning and execution methodologies across teams.

Digital & Automation Adoption

• Partner with BIM, AI, and Digital Transformation teams to embed automation into core workflows. • Drive technology adoption to improve productivity, quality, and delivery speed.

• Identify opportunities for workflow digitization and process simplification.

2. Quality Excellence & Continuous Improvement (30%) Build a Quality-First Culture

• Transform quality from an inspection function into an organizational mindset.

• Ensure quality ownership remains within delivery teams and not solely with QC functions.

• Promote prevention-based quality practices across all programs.

Quality Management Framework.

• Strengthen and continuously improve Quality Management Systems (QMS).

• Define quality standards, review mechanisms, and process controls.

• Ensure adherence to internal and client-specific quality requirements.

Root Cause Analysis & Corrective Actions

• Institutionalize RCA methodologies to eliminate recurring issues.

• Drive continuous improvement initiatives using data and quality metrics.

• Create closed-loop feedback systems between production, QC, and customer teams.

Quality Performance Management Monitor and report:

• First-Time-Right (FTR)

• Rework %

• Defect rates

• Client escalations.

• Customer satisfaction metrics

3. Productivity & Profitability Management (20%) Productivity Leadership

• Establish productivity baselines and improvement targets across business units.

• Develop measurement systems for output, efficiency, and utilization.

• Drive continuous productivity improvements through process optimization and workforce capability enhancement.

Operational Efficiency.

• Identify and eliminate process waste, delays, and effort leakages.

• Improve delivery margins through effective utilization and workflow optimization.

• Leverage automation and standardization to increase overall throughput.

Performance Analytics

• Implement dashboards and KPI reviews for operational decision-making.

• Conduct regular performance reviews with managers and team leaders.

• Use predictive analytics for forecasting workload, capacity, and delivery performance.

4. Client Success & Business Growth (10%) Strategic Client Partnership

• Develop strong relationships with key clients across the US and UK markets.

• Understand client business objectives and align delivery strategies accordingly.

• Act as a trusted operational advisor for delivery and quality improvement initiatives.

Account Growth Support

• Partner with Sales and Account Management teams to support account expansion.

• Improve customer retention through consistent delivery performance and service excellence.

• Identify opportunities for additional services, efficiencies, and value creation.

Governance & Communication

• Lead Weekly, Monthly, and Quarterly Business Reviews (QBRs).

• Present delivery, productivity, quality, and growth metrics to clients and leadership teams.

• Ensure transparent communication of risks, actions, and improvement plans.

5. People Leadership & Organization Development (5%)

High-Performance Culture

• Build a culture of accountability, ownership, discipline, and customer focus.

• Establish clear performance expectations linked to delivery, productivity, and quality outcomes.

• Drive recognition and performance management programs.

Leadership Development

• Coach and mentor General Leads, Team Leads, and future managers.

• Build leadership succession pipelines for organizational growth.

• Develop capabilities aligned with future Delivery Head requirements.

Candidate Profile

Experience

• 15 + years of experience in Engineering Services, AEC, BIM, Manufacturing Engineering, or Mechanical CAD operations.

• Minimum 4–5 years managing delivery operations, quality functions, or multi-team execution environments.

• Proven track record of improving delivery performance, productivity, and customer satisfaction.

Quality & Process Excellence

• Strong exposure to Quality Management Systems (QMS).

• Six Sigma Green Belt/Black Belt, Lean, ISO, or equivalent quality frameworks preferred.

• Experience building or leading a Quality Center of Excellence (COE) is highly desirable.

Commercial & Operational Acumen

• Strong understanding of utilization, productivity, project profitability, and operational metrics.

• Experience with ERP and project planning systems such as NetSuite, Deltek, or similar platforms.

• Expertise in dashboard reporting and data-driven decision-making. Client Management

• Experience working with international clients, particularly in US and UK markets.

• Demonstrated success managing strategic client relationships and governance programs.

Leadership Competencies.

• Results-oriented and execution-focused.

• Strong problem-solving and decision-making capabilities.

• High accountability and ownership mindset.

• Ability to influence stakeholders and lead organizational change.

• Strong communication and team development skills.

Success Progression:

Phase 1: Delivery Stabilization

• Improve On-Time Delivery performance.

• Strengthen Quality COE processes.

• Increase First-Time-Right (FTR) metrics.

• Improve resource utilization and delivery governance.

Phase 2: Productivity & Growth Acceleration

• Drive measurable productivity improvements.

• Reduce operational leakages and rework.

• Embed automation and AI-driven workflows.

• Support account expansion through exceptional delivery performance.

Phase 3: Enterprise Delivery Leadership

• Lead multiple delivery functions and business units.

• Own delivery, quality, productivity, and customer success at a broader organizational level.

• Contribute to strategic planning, capacity expansion, and organizational growth initiatives. • Demonstrate readiness for owing Operations responsibilities.

Success Definition for the Role A successful Operations Manager at Indovance consistently delivers:

• On-Time Delivery Excellence

• Best-in-Class Productivity & Utilization

• Superior Quality & Customer Satisfaction

• Scalable Business Growth Through Operational Excellence

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 - https://www.indovance.com/.