Manager, Delivery Operations

Skillable

10d • $135,000 - $170,000 • Remote

About The Position

Responsibilities
Own and ensure the successful, predictable, and scalable execution of all lab deliveries formally managed by the Delivery Operations team.
Own delivery assurance for all labs designed as managed by Delivery Operations and ensure all key metrics are recorded and monitored regularly.
Lead the team in planning through launch of delivery for designated events, including regular monitoring and engagement to meet customer needs for all highly visible deliveries.
Establish and enforce delivery of readiness standards for consistency and scalability of Skillable lab use across customers.
Co-ordinate pre-instancing, scale testing, and deployment validation.
Maintain rolling delivery forecasts for managed programs and develop concurrency models and resource planning frameworks, in collaboration with Customer Experience teams.
Build, publish and maintain best practices for lab design which ensure high scale delivery through design optimization, design patterns, and resource usage.
Lead post-delivery reviews and retrospectives to drive continuous improvement of delivery operations.
Partner with Product and Technical PMs to influence platform enhancements that increase delivery success.
Guide customer facing teams on scalable lab program design to ensure broad knowledge share across Skillable, in support of customer needs.
Ensure all critical team members across the organization understand delivery requirements and operational constraints.
Represent delivery readiness, including regular reporting on key data points, within leadership planning discussions.
Build, manage and retain a high performing team with strong redundancy and knowledge share, through strong leadership and talent development.
Develop future talent and succession plans for key roles through assigning regular occurring responsibilities, mentoring, and strategic delegation.
Focus daily on execution and risk management (i.e. monitor active deliveries, respond to incidents, triage and resolve delivery issues, lead planning sessions, review and optimize lab content, ensure real-time coordination during live events).
Focus monthly on forward planning and alignment (i.e. maintain visible 3-month rolling delivery plan for managed programs, identify tier 1 and high-risk deliveries, validate capacity and infrastructure readiness, review forecast accuracy, adjust delivery plans).
Focus quarterly on strategic readiness and evolution (i.e. forecast delivery, infrastructure and fabric needs, deployment standards and delivery best practices, new tools and scale strategies, structured post-delivery reviews, capacity modeling and monitoring frameworks).
Manage, coach and mentor direct reports to foster skill development, knowledge sharing, and technical growth.
Support and promote the company values through positive interactions with both internal and external partners and customers on a regular basis.
Other strategic business initiatives or special cross-functional project involvement as required.

Requirements

• Bachelor's degree in Computer Science, Engineering, Mathematics, Software Engineering, or related field preferred, but not required
• 3+ years experience in planning and delivery of Tier 1 technical events.
• 3+ years of professional work experience in a leadership position.
• Expert level knowledge of Skillable platforms including Studio, Orchestrator, and solutions such as Cloud Slice.
• Expert level knowledge in the design and creation of lab profiles using Skillable Studio including labs that use virtual machine, cloud, and container technology.
• Experience delivering or supporting lab programs as a trainer or technical learning guide.
• Expert level knowledge in areas such as cloud infrastructure and automation, software deployment, DevOps, datacenter management, containers, virtualization, and general automation
• Deep understanding of distributed cloud platforms, capacity modeling and performance analysis, incident command and escalation leadership, devops, automation, and program and portfolio management
• Operates comfortably at both executive and technical depth.
• Experience anticipating scale risk before it becomes a customer issue.
• Proven experience mentoring and developing team members.
• Confidence operating in an influential role, working collaboratively in cross-functional teams and contributing to company-wide initiatives.
• Proven ability to define short and long strategy for scalability, operational efficiency and ultimately drive execution.
• Proven ability to communicate effectively to various audiences/levels including leadership, both internally and externally and through various mediums.
• Demonstrated ability to prioritize and manage workload and meet project deadlines.
• High-level of confidence, integrity and professional polish and presence.
• Strong Microsoft suite experience, including teams or similar web conferencing and internal communication software experience preferred.
• Naturally inquisitive with a desire to solve problems and dig into detailed analysis.
• Thorough understanding of business operations, basic compliance, and processes.

Nice To Haves

• Experience working in a fully remote team is preferred but not required.

Responsibilities

• Own and ensure the successful, predictable, and scalable execution of all lab deliveries formally managed by the Delivery Operations team.
• Own delivery assurance for all labs designed as managed by Delivery Operations and ensure all key metrics are recorded and monitored regularly.
• Lead the team in planning through launch of delivery for designated events, including regular monitoring and engagement to meet customer needs for all highly visible deliveries.
• Establish and enforce delivery of readiness standards for consistency and scalability of Skillable lab use across customers.
• Co-ordinate pre-instancing, scale testing, and deployment validation.
• Maintain rolling delivery forecasts for managed programs and develop concurrency models and resource planning frameworks, in collaboration with Customer Experience teams.
• Build, publish and maintain best practices for lab design which ensure high scale delivery through design optimization, design patterns, and resource usage.
• Lead post-delivery reviews and retrospectives to drive continuous improvement of delivery operations.
• Partner with Product and Technical PMs to influence platform enhancements that increase delivery success.
• Guide customer facing teams on scalable lab program design to ensure broad knowledge share across Skillable, in support of customer needs.
• Ensure all critical team members across the organization understand delivery requirements and operational constraints.
• Represent delivery readiness, including regular reporting on key data points, within leadership planning discussions.
• Build, manage and retain a high performing team with strong redundancy and knowledge share, through strong leadership and talent development.
• Develop future talent and succession plans for key roles through assigning regular occurring responsibilities, mentoring, and strategic delegation.
• Focus daily on execution and risk management (i.e. monitor active deliveries, respond to incidents, triage and resolve delivery issues, lead planning sessions, review and optimize lab content, ensure real-time coordination during live events).
• Focus monthly on forward planning and alignment (i.e. maintain visible 3-month rolling delivery plan for managed programs, identify tier 1 and high-risk deliveries, validate capacity and infrastructure readiness, review forecast accuracy, adjust delivery plans).
• Focus quarterly on strategic readiness and evolution (i.e. forecast delivery, infrastructure and fabric needs, deployment standards and delivery best practices, new tools and scale strategies, structured post-delivery reviews, capacity modeling and monitoring frameworks).
• Manage, coach and mentor direct reports to foster skill development, knowledge sharing, and technical growth.
• Support and promote the company values through positive interactions with both internal and external partners and customers on a regular basis.
• Other strategic business initiatives or special cross-functional project involvement as required.

Benefits

• Fully remote with a monthly stipend to pay for office services and supplies
• Medical (2 plan options), dental (2 plan options), vision, health savings account with generous employer contributions, healthcare spending accounts, dependent care spending accounts, EAP, group paid life insurance, group paid STD and LTD and voluntary life/AD&D insurance, accident and critical illness options.
• 401(k) with Company match, tuition reimbursement, healthy lifestyle reimbursements.
• Open PTO, Paid holidays, bereavement leave, parental leave, caregiver leave and paid FMLA leave.
• Friends and Family Friday to end our standard workweek at 2pm local time; Full company closure during the 4th of July holiday week.
• Access to pet insurance; Access for employees and dependents to Skillable learning opportunities through our product and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager