Service Delivery Operations Manager - Remote

Overview

Caylent is a cloud native services company that helps organizations bring the best out of their people and technology using Amazon Web Services (AWS). We provide a full-range of AWS services including workload migrations and modernization, cloud native application development, DevOps, data engineering, security and compliance, and everything in between.

At Caylent, our people always come first. We are a global company and operate fully remote with employees in Canada, the United States, and Latin America. We celebrate the culture of each of our team members and foster a community of technological curiosity. Come talk to us to learn more about what it means to be a Caylien!

In Short

• Manage and develop a high-performing team of coordinators and analysts
• Own and optimize resource management processes, tools, and reporting
• Lead fulfillment planning meetings with practice and delivery leads
• Resolve resource conflicts and balance capacity across competing priorities
• Monitor utilization and performance metrics; identify areas for improvement
• Champion data accuracy and integrity across PSA and resourcing systems
• Drive process maturity across the resource lifecycle
• Influence leaders across PMO, Sales, and Delivery for resource forecasting
• Partner cross-functionally with Sales, Delivery, and PMO
• Ensure PSA system hygiene and process compliance across teams

Requirements

• Bachelor’s degree in Business Administration, Operations Management, or a related field
• 5+ years in resourcing, delivery operations, or workforce planning; 2+ years in a leadership role
• Proven ability to drive operational rigor and hold cross-functional teams accountable
• Strong experience with PSA/ERP tools (Certinia PSA preferred), and advanced Excel or reporting platforms
• Exceptional stakeholder communication and conflict resolution skills
• Deep knowledge of resource tools and modeling frameworks
• Demonstrated ability to lead, mentor, and influence at all levels
• Experience supporting cloud service delivery or technology consulting
• Strong understanding of portfolio-level planning and PMO operations
• Familiarity with forecasting models and advanced Excel/Power BI skills

Benefits

• 100% remote work
• Equitable Life - Hybrid Plan
• 100% Premium Coverage for the employee and dependents
• Competitive phantom equity
• Long-Term Disability
• 4% Pension match (employer contribution)
• Unlimited Vacations
• Sick Leave
• Paid Holidays
• Parental Leave
• Paid for exams and certifications
• Peer bonus awards
• State of the art laptop and tools
• Equipment & Office Stipend
• Individual professional development plan
• Annual stipend for Learning and Development
• Work with an amazing worldwide team and in an incredible corporate culture