[Hiring] CTO Delivery Operations Manager @Omilia

Role Description

We are looking for an experienced professional to run the daily work of our delivery governance function. The role ensures work enters the CTO teams ready, flows predictably, and that the frameworks the organization works within are applied and kept current. It owns execution across two areas: demand and delivery governance, and process design and governance frameworks, and surfaces signals so others can act. It does not manage people, make technical decisions, or set priorities; the added value is in flow, standards, and clear signals.

This is a hands-on operational mandate. The role reports to the Director, CTO Delivery Operations and works alongside the other Managers in the function, sharing the workload across both areas. The goal is to hold standards across boundaries without line authority, make the numbers public, and bring proposed fixes, not just alerts, to the Director.

Core Responsibilities

• Run the Definition of Ready as a hard gate; return requests that are not ready, with what is missing.
• Run alignment forums where incoming demand is shown against current commitments and capacity, surfacing conflicts before they hit teams.
• Enforce the Swap-Out Rule: a new urgent request enters only if an equally sized committed item is removed.
• Track intake health metrics: rejection, rework, and collision rates.
• Track delivery health per cycle: commitment, slippage, carry-over, scope change, cycle time, and lead time. Publish them as the single source of truth.
• Surface at-risk commitments early and force the trade-off before the deadline passes quietly.
• Run post-cycle reviews and feed the findings back into intake quality and estimation.
• Document and maintain governance frameworks and process standards; keep the knowledge base current.
• Run adoption checks to find where a framework is failing or unfit; diagnose root cause and propose the fix.
• Provide templates and reusable components so teams do not start from scratch.
• Build alignment with stakeholders across CTO departments and with Product, and hold them to agreed standards without line authority.
• Escalate to the Director what cannot be resolved at team level.

Qualifications

• Experience running delivery in a technology organization: delivery or programme operations, scrum master or delivery lead stepping up, or a process and governance role.
• Strong with delivery metrics; can build, read, and act on cycle time, lead time, commitment rate, and carry-over, and is comfortable making the numbers public.
• Holds standards across boundaries without authority; can say no at the gate and make it stick through clarity and transparency, not seniority.
• Comfortable surfacing uncomfortable truth in numbers, without softening it.
• Structured and organised; runs several workstreams simultaneously without losing the thread.
• Excellent at documentation that teams actually use, not documentation that sits on a shelf.
• Proactive; brings the Director a proposed fix, not just a problem.
• Not a ceremony runner. The value is in flow, standards, and clear signal, not in facilitating meetings for their own sake.
• Excellent communication skills in English, written and verbal.
• Bachelor's degree in a relevant discipline, or equivalent experience.

Nice to Have

• Experience working at the Product–Engineering interface in a multi-product or multi-team environment.
• Familiarity with Jira, Confluence, and modern delivery tooling (boards, dashboards, reporting).
• Background in release management or change management practices.
• Exposure to conversational AI, CCaaS, or other enterprise SaaS environments.
• Experience designing or rolling out governance frameworks at organization level.

Benefits

• Fixed compensation.
• Long-term employment with the working days vacation.
• Development in professional growth (courses, training, etc).
• Being part of successful cutting-edge technology products that are making a global impact in the service industry.
• Proficient and fun-to-work-with colleagues.
• Apple gear.

Omilia Note

• Contribute actively and effectively as an integrated team member.
• Act as an Omilia ambassador in all interactions.