We are looking for a hands-on Business Operations Manager to work closely with the CEO/COO and drive execution across operations, delivery, and client success. This role requires someone who can switch between strategy and execution, build strong governance systems, and ensure teams deliver predictable outcomes in a fast-paced IT/software services environment.
Key Responsibilities
- Drive CEO/COO priorities to execution by coordinating across delivery, sales, and support teams and ensuring the timely closure of action items
- Define, track, and improve key operational and delivery KPIs, and build dashboards and reports for leadership visibility
- Establish and run a weekly/monthly governance cadence, including reviews, performance tracking, and escalation follow-ups
- Ensure timely and high-quality delivery of client projects by working closely with internal teams and proactively managing risks and dependencies
- Act as a key point of contact for client escalations, ensuring quick resolution and high customer satisfaction
- Oversee day-to-day operations and streamline workflows to reduce bottlenecks and improve efficiency
- Create and implement SOPs and standardized processes to improve consistency and scalability
- Support business growth through renewals, account expansion, and identifying upsell opportunities within existing clients
- Collaborate with sales and business teams to strengthen sales execution processes, client onboarding, and customer lifecycle management
- Work closely with internal stakeholders to ensure accountability, ownership, and strong operational discipline across teams
Skills & Requirements
- 5+ years of experience in IT/software services (delivery/operations/project management background preferred)
- Strong exposure to client management, project governance, and cross-functional execution
- Strong analytical skills with experience in KPI tracking, dashboards, and reporting (Excel/Google Sheets)
- Excellent communication and stakeholder management skills
- Highly proactive, hands-on, and comfortable working in fast-paced environments
- Familiarity with tools like Jira, Confluence, CRM systems, or similar platforms is a plus
