Director, Operations & Client Delivery

Role overview

Portfolio delivery and contract performance

• Own cost, schedule, quality, and client satisfaction across active contracts.
• Set delivery standards, tools, escalation paths, and support structures for Program Managers.
• Use dashboards and performance metrics to identify portfolio issues early and drive resolution.
• Address program performance, staffing, compliance, and client relationship escalations.
• Ensure programs track contractual requirements, SLAs, award fee criteria, and CPARS criteria.
• Apply agile or traditional delivery methods as appropriate and serve as PM of record on selected contracts when needed.

PMO modernization and technology

• Lead PMO evolution by identifying gaps in tools, processes, and practices and implementing improvements.
• Optimize the corporate technology stack for program delivery, reporting, and operational management.
• Integrate AI tools and workflow automation to reduce manual work and improve reporting accuracy.
• Align technology, process, and reporting standards with shared services teams.
• Set data and dashboard standards and maintain knowledge management for institutional knowledge, lessons, and repeatable practices.
• Evaluate emerging tools for their applicability to the company's delivery model and growth.

Business operations and financial management

• Manage resource planning, staffing utilization, financial performance, and operational reporting supporting contract delivery.
• Maintain portfolio cost visibility and identify trends requiring corrective action or leadership attention.
• Apply working knowledge of indirect rates and revenue recognition and account for the financial impact of delivery decisions.

Location and workplace

• The position is based in Colorado Springs, Colorado, and is identified as hybrid.

Requirements

• Demonstrated ability to own operational performance across a portfolio of active contracts, including cost, schedule, quality, and client satisfaction.
• Ability to establish delivery standards, tools, escalation paths, and support structures for Program Managers.
• Ability to monitor portfolio performance using metrics and dashboards and drive resolution of emerging issues.
• Ability to manage program performance issues, staffing gaps, compliance concerns, and client relationship challenges.
• Working knowledge of contractual performance requirements, SLA obligations, award fee, and CPARS criteria.
• Ability to apply agile or traditional delivery methods based on program context.
• Ability to modernize PMO processes and optimize corporate technology for delivery, reporting, and operations.
• Ability to integrate AI and workflow automation and establish data, dashboard, and knowledge-management practices.
• Ability to manage resource planning, staffing utilization, financial performance, and operational reporting.
• Working knowledge of indirect rates and revenue recognition and how delivery decisions affect company financials.