Manager — Delivery Performance & Operations

Manager — Delivery Performance & Operations

Manager — Delivery Performance & Operations1

ABOUT US
Jade Global, headquartered in San Jose, California, has empowered mid-size to large enterprises in North America for over 21 years. We provide cutting-edge technology services — Cloud Services, Technology Advisory, Implementations, Integrations, and Managed Services — underpinned by a robust partner ecosystem. We adhere to CMMI® SVC V2.0 Maturity Level 5, ISO 27001:2013, ISO 27701:2019, ISO 20000-1:2018, GDPR, and HIPAA standards. In India, we operate from Pune and Hyderabad.

To support our three-year plan to double our workforce in India, Jade Global seeks an experienced Manager, Delivery Performance & Operations to drive operational excellence across our Global Delivery organisation.

ROLE DETAILS
Position Manager — Delivery Performance & Operations
Experience 8–12 Years
Location Pune, India
Reports To Global Delivery Head
Scope Cross-functional delivery operations across all service lines

JOB OVERVIEW
The Manager — Delivery Performance & Operations will serve as a strategic operational partner to the Global Delivery Head, driving reporting, governance, coordination, and execution across the Global Delivery organisation. This is not a coordination-only role — the ideal candidate owns operational outcomes, drives accountability across delivery teams, and acts as the connective tissue between the Delivery Head, Service Line leaders, DU Leaders, PMO, HR, Talent Acquisition, and Finance. The ideal candidate is analytical, highly organised, proactive, and comfortable operating at pace with senior leadership across multiple priorities.

ROLES & RESPONSIBILITIES
Reporting & Delivery Intelligence
• Own and maintain Global Delivery dashboards, KPI reports, and executive presentations — covering revenue, margins, utilisation, fulfilment, CSAT, ESAT, and AI adoption
• Analyse operational and delivery data; synthesise insights and surface issues for leadership decision-making
• Support quarterly business reviews, leadership reviews, and board-level delivery presentations Governance & Operational Coordination
• Drive and manage recurring governance meetings across delivery teams — own agendas, action trackers, and follow-through to closure
• Coordinate with DU Leaders, Service Line leads, PMO, TA, HR, and Finance on operational priorities and cross-functional dependencies
• Monitor progress on strategic initiatives and ensure leadership action items are tracked and resolved on time

Customer Visit & Executive Event Management
• Own end-to-end coordination of customer visits, leadership reviews, and executive engagement events for Pune and offshore locations
• Manage logistics, agendas, facility arrangements, and post-visit follow-up activities
• Support customer-facing events and executive engagement programmes to ensure a seamless experience Organisational Engagement & Communications
• Drive coordination of Global Delivery All Hands meetings, leadership offsites, and team-building activities
• Support employee recognition programmes, communication campaigns, and organisational announcements on behalf of the Delivery Head
• Ensure consistent, timely internal communications across the Global Delivery organisation

Programme & Initiative Execution
• Lead operational execution of key Global Delivery initiatives including AI adoption, JadeNova, and delivery excellence programmes
• Maintain project plans, status trackers, and executive dashboards for strategic programmes; coordinate cross-functional teams to drive successful delivery
• Proactively identify blockers and escalate risks to the Delivery Head before they impact programme timelines

REQUIRED SKILLS & EXPERIENCE
• Bachelor’s degree in Business, Engineering, Technology, or related field; MBA preferred
• 8–12 years of experience in delivery operations, PMO, business operations, or a similar role within an IT services or consulting environment
• Strong analytical and reporting skills — advanced Excel and PowerPoint; Power BI or equivalent reporting tools preferred
• Proven ability to work with and coordinate across senior executives and cross-functional teams
• Excellent communication, organisation, and stakeholder management skills
• Experience managing multiple priorities in a fast-paced, senior-leadership-facing environment
• Exposure to IT services, global delivery models, or consulting operations strongly preferred

Nice to Have
• Experience with AI productivity tools, workflow automation, or collaboration platforms
• Project management certification (PMP, Prince2, or equivalent)
• Familiarity with JadeNova or equivalent delivery governance and reporting platforms

WHAT GOOD LOOKS LIKE
The Delivery Head and leadership team have clear, real-time visibility into operational performance — no chasing for data.
Governance actions are tracked, owned, and closed on time — nothing falls through the cracks.
Customer visits and executive events run seamlessly; stakeholders leave with a positive impression of Jade Global.
Leadership spends less time on coordination and more time on strategic priorities — because this role handles the rest.

WHY JOIN US
You should join us if you are interested in shaping an organisation that is on a rapid growth path. Jade is an employee-friendly, open, and transparent workplace. You will have the opportunity to bring ideas and suggestions and have them implemented. This is a high-visibility role at the centre of Jade Global’s delivery organisation, offering direct exposure to senior leadership and the
opportunity to drive meaningful operational impact.

Experience Level

Mid Level