Head of Operations

Head of OperationsKey Responsibilities Strategic Program Management • Drive end-to-end planning, execution, and tracking of strategic initiatives under the COO’s charter - Own program governance, milestones, risk tracking, and performance reporting across initiatives. • Lead annual operating planning activities in collaboration with cross-functional stakeholders. • Define and track key performance indicators across business functions aligned with strategic priorities. Reporting & Dashboards • Build and maintain executive dashboards, OKR tracking systems, and review cadences for COO-level updates. • Implement KPIs and dashboards to track improvements in utilization, gross margin, and productivity. Revenue Management • Lead revenue forecasting in alignment with finance and sales functions. • Calculate and track sold margin percentages for deals and projects. • Monitor actual vs. sold gross margin and revenue realization across engagements. • Build and maintain frameworks and dashboards for revenue and margin governance. Margin Management • Create governance mechanisms to track and report margin drivers across business units. • Support cross-functional efforts to improve unit economics, drive cost optimization, and improve delivery margins. • Monitor key levers such as bill rates, resource utilization, and unit-level profitability to ensure margin targets are achieved. Contracts & Commercial Operations • Own and manage the end-to-end contract lifecycle for both vendor and customer agreements. • Ensure timely execution, compliance, and documentation of contracts in coordination with legal and procurement. • Lead and track invoicing processes and manage accounts receivables to ensure timely collections and cash flow predictability. Tools & Automation • Evaluate industry-leading tools and platforms to streamline functions across talent acquisition, project management, PSA (Professional Services Automation), and finance. • Lead implementation and change management for adopted tools, ensuring alignment with business needs and adoption across teams. Qualifications & Skills • 10–12 years of relevant experience in program management, business operations, or strategy roles in an IT services, SaaS or tech environment. • Demonstrated ability to manage cross-functional programs with multiple stakeholders. • Strong understanding of SaaS metrics (e.g., gross margin, MRR, utilization, billing rates, etc.). • Excellent interpersonal and communication skills, with the ability to influence and collaborate across levels. • High energy, proactive attitude, and a strong solution-oriented mindset. • Willingness and availability to work from office (WFO) as part of a collaborative leadership team.